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Because round-robin gives every ticket an owner immediately, including the ones the owner cannot solve. It looks tidy and quietly buries specialist work in a generalist's queue.
A queue is a holding place for tickets belonging to a team or skill, from which they are assigned or claimed.
Tickets route to a queue rather than a person where a skill is needed. Agents claim from it, or a lead assigns, and the queue's depth and oldest item are visible to everyone on it.
The billing queue has one specialist, who is on leave. The queue's age shows immediately rather than the work sitting silently in an absent person's inbox.
They will not staff themselves. A queue with no one watching it is visible as a growing number, which is the most a queue can do about it.
Routing feeds them, the agent inbox reads them, capacity shows depth per queue, and SLA clocks run regardless of whether a ticket is claimed.
Yes, with a priority order for what they see first.
Yes, on age, to whoever you nominate.
Yes, and routing reads the customer's language from the record.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.