Best practices: Setting up skills-based routing (Enterprise)

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  • Justin Fenech

    I'm yet to receive this feature, and don't know what is currently planned, but please, please add an option to filter skills (like a drop down box) within a view, without the need for multiple views.

    Some agents will be highly skilled and in some cases may want to focus on a particular skill at a time... 10 views for 10 different skills would not be very effective.

    Or better yet, add a dropdown option to filter any visible column in a view.

  • Bill Cicchetti

    Am I correct that this flags the ticket(s) as matching a skill set and then these tickets can manually be assigned to a user?


  • Kristen Mirenda

    @justin -- we're definitely thinking about how agents will be able to focus on one skill at a time. 

    @bill -- this is still the paradigm of agents pulling tickets from a view. They'll just be able to zero in on the ones that they can best answer, and skip the ones they can't. Having someone else do the assignment (triage) based on skill match isn't the use case we're supporting just yet. 

  • Kristen Mirenda

    UPDATED JUNE 2019: The suggestion below was intended to direct all immediate post-launch feedback to a single place. Since we archive product announcements after a while, the links no longer worked so I removed them. I am leaving the text up for the record. If you have feedback on the Routing feature, please submit it to the regular Product Feedback forum. Thanks! Kristen


    There's been such great feedback in the comments sections of a few different articles relating to the current release of Skills-Based Routing. 

    We'd love to have most of that happening in one place, and we think the release announcement makes the most sense.

    So if you'd like to provide input, please do it there! It'll be easier for us to respond, and you'll be able to see and engage with others' ideas as well. 

    Thank you -- we're so grateful for your feedback. It's one of the main reasons we're taking an iterative approach, which gives us the chance to take it into consideration while we're still designing and planning. Keep it coming! (Just, over there.) 

  • Andrew Fell

    This seems like a very promising idea,


    Although I'm having issues , I setup a test skill , using conditions of just one ticket form type I have, yet when I goto the view of all tickets and add the skills match column , its ticked for every single ticket.

    Is this because I'm viewing the view as the agent I setup under the skill I added ?

  • Brendan Farrar-Foley

    @Andrew this is because none of the existing tickets have required skills as skills are only applied at Ticket creation.  Therefore any existing ticket will have no skills required and every agent can handle those tickets.  

    It might be possible to add skills to the existing tickets, but this looks to be a manual only process at the moment.

  • Sahar Padash

    I think it makes more sense to have check mark ONLY for tickets that have skills. 

    At the moment our teams handle all tickets regardless, so being able to easily identify what tickets are actually within their skill sets would be easier if only skill based tickets had check marks.

  • Justin Fenech

    @sahar True, however the idea from my understanding is that we are preparing for "Skills-based routing" meaning that once this feature is fully operational, all ticket without a skill will not be assigned.

    It sounds like to cater for both use cases we need more than just a "skill match" condition. 

  • Ed Ball

    I have been messing with this skill based routing and have a couple questions.

    Say you have an org called 1 and another called 2. You want only certain agents to be able to respond to those tickets.

    Skill 'special' says under the ANY section that if the ticket has org is 1 or 2 then it is special.

    Skill 'general' says under the ANY section that if the ticket org is not 1 or 2 then it is general.

    I put in a test ticket with a person with org 1 and the ticket game in with both skills. But the skill match did not show a check mark. Before i made skill general the intial skill seemed to work fine.


    Also, Using the skill match field on a view shows those tickets that match a skill or not. But from what I can tell this does not actually stop an agent from opening a ticket they do not have a match for. Is this correct or is my setup wonky?


  • Brett - Community Manager

    Hi Ed,

    We'll need to take a look at a few ticket examples to see where this issue is coming from in your account. I'm going to create a ticket and pass this over to our Customer Advocacy team for further assistance.

    Once you receive email confirmation that you're ticket has been created, feel free to reply back to that with any additional information you can provide.


  • Dwayne Jenkins


    I can't access the the release announcement to comment with some feedback. 

    I was wondering if you had any plans on the roadmap that would allow the routing to kick in shortly after ticket creation. 

    We use a solution that reads and tags the the ticket based on what the customer is saying in the contents of the ticket. 

    That tag is of course applied only shortly after the ticket is actually created. So for us it would be better to have the skillbased routing kick in only after those tags are applied.

    We can currently emulate skillbased through some complex trigger systems but its not very easy.

    Having skill based routing only kick on at X point in the flow might be beneficial for a number of use cases.(If I am a large company and have Tier 1 generalist and then tier 2 specialist, allowing Tier 1 to tag and then have those tickets hit the skill based routing could be beneficial).

    A world where, when the agents hits the play button it scans all ticket everywhere that meets the skills they have, considers priority of those tickets and then serves those to agent seems ideal. 

  • Brett - Community Manager

    Hi Dwayne,

    The article you're referencing was the announcement article which has since been replace with this article: Using skills-based routing (Enterprise)

    As for plans on the roadmap, our Product Managers are always looking for ways to improve the skills-based routing feature. This includes automatically routing tickets to the appropriate team. While I can't confirm what's currently on the roadmap, do know that this is definitely functionality they're interested in implementing :)

    Thanks for taking the time to share your feedback with us. I'll be sure to pass it along to the appropriate team!

  • Stassa Miller

    It would be great to go over the release announcement,  but I get this error :


    Kristen Mirenda Product Manager
    There's been such great feedback in the comments sections of a few different articles relating to the current release of Skills-Based Routing. 

    We'd love to have most of that happening in one place, and we think the release announcement makes the most sense.

  • Brett - Community Manager

    Hi Stassa,

    That article has since been archived which is why you're receiving that error. For information on skills-based routing, you can take a look at the following article: Using skills-based routing (Enterprise)

    Our Product Managers have reviewed the feedback provided in that article and if you'd like to provide any additional feedback you can do so in our Support Product Feedback forum which I've linked for you. This is the primary channel our Product Managers use to collect user feedback.

    I hope the above information helps!

  • Stassa Miller

    Thank you


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