Hi, @Tynesha Smith
I think the most important thing with email routing is to avoid making the queue structure too complex from the beginning. For back-office workflows, it is very easy to create many queues for every possible request type, but over time, that can become hard to manage, report on, and forecast.
I would start by defining clear business rules around ownership, priority, SLA, and the type of request. For example, Treasury Management emails could be routed based on the mailbox, subject, keywords, customer segment, or some classification before reaching the queue. The key is to make sure each queue has a clear purpose and that agents know exactly what type of work should arrive there.
For workforce management, email behaves differently from voice because it is not only about real-time availability. Backlog, oldest email waiting, average handle time, and response SLA become very important. I would plan staffing based on arrival patterns and expected response time, not just volume.
In my opinion, the best approach is to keep the routing logic clean and avoid turning queues into shared mailboxes without ownership.
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Arthur Pereira Reinoldes
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