Launch of Skills Based Routing enhancements for Support

What is it?

Previously customers using Skills Based Routing needed to select a single view which they wished to filter by skills. With this new release, any view can be filtered by skills.

Other improvements include:

• Removal of the 3000 ticket limit - previously if a view had more than 3000 tickets, only the first 3000 would be skills filtered. That limit has now been removed.
• Pagination - previously a skills filtered view would load the first 30 tickets but would not show pagination at bottom of view results, making it was difficult to know how many tickets were actually in the view. Now skills filtered views all have standard pagination.

How does it work?

For a more detailed explanation of how the new skills based routing works see here.

In summary, a skills condition has been added to each View. Once you add a skills condition, then the view will be filtered so that only tickets which match the current agents skills will be shown.

This skills condition can be use alongside other conditions in the view.

Can I see unskilled tickets?

We are working on adding the ability to edit a view so that only tickets without skills can appear in the view. That is not in this initial release but will be added shortly.