Which request queue element ensures incoming requests are assigned to the right person or team?

The option referring to routing rules is the correct answer because routing rules are specifically designed to manage how incoming requests are distributed among users or teams. They serve as criteria that guide the system in determining which requests should go to which individuals or groups based on established parameters, such as workload, skill set, availability, or specific attributes of the request. By utilizing these rules, an organization can ensure that requests are efficiently processed by the most appropriate personnel, thereby streamlining workflow and enhancing productivity.

Other options, while relevant to request management, do not serve the same purpose. Queue details provide general information about the request queue but do not influence how requests are distributed. Topic groups are used to categorize related topics or tasks but do not dictate the assignment of requests. Queue topics might help in organizing workflow but lack the functionality necessary for directing requests to appropriate resources.