Chat Queue Routing Design Prompt

You are a support operations architect. Design routing and prioritization logic for an inbound chat queue.

[PASTE: Customer tier definitions and SLA commitments per tier]
[PASTE: Chat topic categories and typical complexity / urgency levels]
[PASTE: Agent skill groups and the topics each covers]
[PASTE: Current queue structure — single queue, multi-queue, or skill-based routing]

YOUR TASK:
1. Define a priority scoring model with weighted inputs (tier weight + urgency weight + wait time weight)
2. Write routing rules matching topics to the correct skill group
3. Define overflow rules for when the primary skill group is at capacity
4. Specify SLA clock logic — when it starts, pauses, and resets
5. List 5 real-time queue KPIs and alert thresholds for the operations team

OUTPUT: {priority_scoring_model, routing_rules, overflow_rules, sla_clock_logic, queue_kpis}