Which situation would require a review of the case routing strategy?

In the context of case management, a review of the case routing strategy is essential when agents report that cases are frequently being misrouted. This indicates that the current routing mechanism may not be aligning well with the skills or availability of agents, leading to inefficiencies in case handling. Misrouted cases can result in delays in response time, increased workload for certain agents, and ultimately, a decrease in overall customer satisfaction. Evaluating and potentially adjusting the routing strategy can help ensure that cases are assigned to the most appropriate agents who can address them effectively.

The other circumstances mentioned do not directly indicate the need for reassessment of the routing strategy. Timely case creation suggests that the process is functioning well, while all agents being trained on system usage implies that there may be sufficient knowledge on handling cases effectively. Additionally, rising customer satisfaction scores indicate that current processes are meeting customer needs, which may diminish the urgency of modifying routing strategies absent any reported issues. Therefore, agents misrouting cases is the key trigger for a necessary review of the case routing approach.