Why are there tickets showing in my skills-based routing view that don't require my skills?

Question

Why are there tickets showing in my skills-based routing view that don't require my skills?

Answer 

Tickets that require no particular skill are also presented to the agent, as they are also capable of solving tickets with no required skill.

 

Skills based routing was designed around the use of the Play button, where your agents enter a view and get tickets presented to them based on the order in the view. The routing adds another level by allowing you to identify tickets that requires a certain skill and only present them to agents who are capable of handling the ticket. This reduces agents skipping tickets, or tickets not being actioned.

 

This feature allows your specialized agents to work in the normal ticket queue but also pick up tickets that they are skilled in as a priority. For example, you may have a support queue with billing specialists within the team. The billing specialists would be the only agents that get presented with the 'billing' skill tickets, but can also pick up the regular support tickets with no skills required.

For more information check Using skills-based routing (Enterprise).