Routing is planning which person or team will own the resolution of a specific Interaction Type and the amount of time within which a response and resolution is expected, i.e., If a service request is submitted for a pothole, it could be routed to the Road Maintenance team and a response is expected within 3 days with a resolution within 2 weeks.

For more information on assigning a team and SLAs to an Interaction Type, refer to the Routing and SLAs section of Creating Interaction Types.


When planning the assignment of an Interaction Type, it is important to understand the concept of teams. While the creation of a team allows for the sharing of information and security roles, there are some constraints that should be considered when planning your Teams as these constraints may impact the ability to promote Interaction Types from one environment to another:

  • Business Units, Teams and Queues cannot be copied to or synchronized between environments without either special tools, data manipulation, or cloning environments
  • Business Units each have a system-generated default Team with system limitations:
    • Cannot set your own Team as default
    • Cannot delete default Team
    • Cannot import a Team as default

You can route service requests for a specific interaction type to a specific Team (default or manually configured) and you can route service requests to a Queue (default or manually created). A Team can have one or more queues. If there is more than one queue defined for a specific team, the queues need to be defined in their respective Service Areas.


If we have a Pothole interaction type, and the city was broken down into 3 regions; namely East, West & Central, and we wanted to route service requests based on the region then we could set up one Team with 3 Queues (East, West & Central). We would also need to define 3 Service Areas (East, West & Central) and then have each of the respective queues defined on the related service areas. The result would be the service requests will be routed based on location (region) and then further to the queue associated to that specific region. Reporting could then be done by Team or alternatively, by Service Area to identify trends or resource levels.

Information on how to set up Service Areas can be found in the “ESRI Map Settings - Setting Up Service Areas”



Setting up a Team:

  • Navigate to Settings -> Security ->
  • The All Teams view of the Teams form displays.
  • Click New.
  • The New Team form displays.
  • Enter the Team Name and Administrator.
  • Click Save.
  • The Team members sub-grid enables.
  • Click the + to add members.
  • Click Save.

  • Teams each have a system-generated default Queue with system limitations
    • You can define your own Queue as default
    • You can delete the default Queue

NOTE: Be sure to add the appropriate security role to the team members so they can access the service requests once they are assigned.

Setting up a Queue:

  • Navigate to Settings -> Service Management -> Queues
  • Click New
  • The New Queue form Displays
  • Enter the Name and the Description
    (The default type is Public)
  • The owner should be configured to be the Team name established above
  • Click the + to add members to the queue
  • Click Save

Managing SLAs

Default Service Level Agreement values are provided within VeloCITY365. The values can be modified as required by modifying the xml code. An example of the xml is:

Modifying SLA values:

  • Navigate to Settings -> Customize the System.
  • The Default Solution form displays.
  • Navigate to Web Resources -> abs_/Interaction/xml/ResponseAndResolutionBy.xml.
  • The detail form displays.
  • Click Text Editor.
  • The Edit Content form displays.
  • Modify as required and click OK.
  • The Edit Content form closes.
  • Click Save and close the detail form.