Using skills-based routing

Return to top
Have more questions? Submit a request

74 Comments

  • Sara Gardinier

    I can verify that it works, my team is using it with success! Thanks, Au Finh for the update.   :) 

    0
  • Hannah Voice

    Since skills are only applied at ticket creation, what would ever be the point of adding a skill manually to a ticket? I think I must be missing something. The guide says:

    If a skill is added to an existing ticket, it will not be added to views based on that new skill.

    So, if the ticket still isn't going to show up in the skills views, what would be the point of adding the skill to the ticket? Does it do anything at all? 🤔

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Hannah,

    You're correct and there's not much of a point in adding a skill to an existing ticket since it wouldn't affect the view either way. As mentioned above, it's a limitation but our product managers are looking for ways to improve this feature down the road.

    Let us know if you have any other questions!

    0
  • Au Finh Saechao

    Also, be careful when removing skills from a ticket. Not sure if it will affect how they show up in views, but we found that the Skills-based Routing Incremental Export API will not pick up changes (the way you'd expect them to) if skills are removed from a ticket or an agent. 

    0
  • Rudolph

    Brett Bowser - Is there a general estimate of when this feature would be added to Skills-based routing? Our team won't be using this feature until it has the flexibility that Hannah mentioned.

    We're excited for the potential, though!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Rudolph,

    The Product team is actively working on improving this feature but I don't have any sort of roadmap to provide unfortunately. I recommend following our Announcements page as we actively post updates there when available :)

    Cheers!

    1
  • Jamie Noell

    Thank you for adding skills as a criterion for all views!  It would be so helpful if the presence of a skill could be a trigger condition.

    Example: If ticket has the xyz skill, route to this group, set this category custom field, etc.

    1
  • Au Finh Saechao

    Just rolled out some improvements to our automatic skills-based routing (push model) solution:

    • Use Skills-Based queues reliably with other, non–skills-based queues
    • Create multiple Skills-Based queues and prioritize them accordingly
    • Routing algorithm will pick up skills added to existing tickets

    We're also actively working with Zendesk to address limitations of the skills-based routing API to make our solution even more efficient.

    0
  • Chad Smith

    In the admin, how are skills reordered so they are more logically navigated by the agent while updating a ticket?

    0
  • Danijel Moric

    Hi all, trying to setup skill-based routing for my team.

    Following the guide I am almost there. The problem is when I add the rule "Skills is Current user's skill" to the testing view, I receive the error saying the view can't be saved. Any way I can figure out why is the error appearing? The preview is correct but I can't save the view.

    0
  • Ola Timpson

    Danijel Moric - do you have the view selected in the Routing page as a skills match view? That would block certain conditions being added. If you're using the filter in the View conditions then you wouldn't need it to be selected as skills match view as well.

    1
  • Danijel Moric

    Ola Timpson - Thank you!! That worked!! I thought it was necessary to add a view in the routing page to connect/filter the tickets. 

    0
  • pstrauss

    Is there a way to create a routing rule to handle the following scenario?

    We have a group of agents who all possess a skill for servicing a specific brand, however, some of the agents are only serving as additional capacity during peak periods, and we'd only like them to be assigned a call, chat, or email in the event that all of the regular agents are busy or offline.

    Is this possible? If so, how would you go about setting that up?

     

    0
  • Terry Ehrhard

    We are seriously considering Skills Based Routing for one of our teams that support over 60+ vendors and have close to 100 associates to support those vendors, often 1 or 2 people per vendor.  Thus skills based approach seems like a strong option.

    Yet in evaluating this functionality there are several things prohibiting us moving forward

    1. We don't see a means to enable the normal "Standard Agent" to add or remove skills thus enabling them to move between various vendors to support peak ticket activity.  This appears to be an Admin-only setting which needs to be more flexible to enable the Agent to determine those changes, much in the way they can set any of their characteristics on their profile page.

    2. The lack of routing rules to evaluate form field data after ticket creation is a significant limitation.  This skills routing is an excellent concept but limiting to only ticket creation and only data prior to triggers firing is serious limitation to be addressed.

    3. Similarly to above, the skills should be reassessed upon any ticket change including automations or triggers dynamically.  Instead of manually modifying the skills on the ticket, the criteria at the skill level should be constantly re-evaluating tickets as they change and adding/removing the skill on the ticket as those attributes change. 

    4. Other groups NOT using skills still see the skills inside their form even when those skills don't apply.  There needs to be a way to set or configure which groups or forms are using skills and those that are not.

    5. More granularity is needed on the Views utilizing skills.  Rather than just "is" and "is not" black and white across ALL skills, specifying WHICH skills to evaluate is needed.  For instance we originally had plans to separate out two different skills; one for vendor and another for country/region.  That was until we determined that ANY skill being met would cause that ticket to appear.  Basically there is no way to create an "and" condition to see we want to show a view where ticket and user have skills "vendor" AND "country/region".   Basically ANY skill being met would show that ticket which isn't sufficient. 

    Would really appreciate feedback from the product team if any of these items are being addressed and when.

    1

Please sign in to leave a comment.

Powered by Zendesk