Claire Sullivan

Routing logic should be adjustable

Claire is responsible for how leads move through Brightpath Insurance and for whether the process still reflects the way the team works. She needs rules she can change and reporting she can use, not a workflow hidden inside manual habits.

One operating model, several controls

She combines eligibility, tags, and routing rules to shape the path a lead can take, while business hours keep response windows aligned with the team's schedule. Company-level and per-agent reporting then show how distribution is behaving.

Fix drift from evidence

When performance changes, Claire can compare the company view with individual agent activity, identify the rule or capacity that needs attention, and tune the configuration without rebuilding the process.