What does the to-solve option do?

Customer context: The customer is asking about the to-solve option in LiveAgent.

Customer: What does the to-solve option do?

Answer: The to-solve function routes tickets based on how long they have been unanswered and the created SLA levels applied to the tickets. This prioritizes tickets from customers waiting for the longest or with urgent issues. You can edit the To-solve algorithm in Configuration > System > General. Find more information at: https://support.liveagent.com/222049-To-solve-button