Skills Based Routing not working
Our advisors are currently working through a single view that is routed based on their skills. I have ensured that this is set up correctly, and filtering using the routing feature. However, we are experiencing the issue where advisors are being offered tickets that do not match their skills, and are being told that they have 'reached the end of their playlist' even though there are tickets outstanding that do match their skills.
This is making Zendesk unusable, slowing down productivity, and meaning that we are often missing SLAs.
Is there a known problem, and when is a solution likely?
Can you raise a ticket on this so we can look at it more closely?
I already have a ticket about this, #6766797, and was advised to post on the community page by our success manager.
Let me follow up on this and come back to you.....
Did you ever get anywhere with this? We've been experiencing the same thing.
Hi Ola Thoresen, I tried to bring up the ticket above but its no longer available. Could you create a ticket describing the issue you have and we can follow up?
Agents intermittently get a message saying they have reached the end of the playlist, even though there are still tickets left.
Like the original post here, our views are skills filtered too.
Just to let you know we are a launching an EAP at the end of Febuary 2023 that will enable customers using omnichannel routing to route support tickets based on skills. More information to follow, but you can apply for this EAP here, or if you have any questions post them in this thread.
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