Routing chats based on agent skills

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11 Comments

  • Mike Jones

    The article liked for the Javascript API has this note:   

    Note: This guide applies only to the Chat widget from Chat-only accounts, not from Chat+Support accounts.

    How do we add skill tags to visitors for Chat+Support accounts? 

     

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Mike,
     
    You can use these API command to add chat tags: chat:addTags; or, if you need to use the legacy$zopim.livechat API with the Web Widget, then you can wrap the Javascript with zE. Here's a quick guide: How can I customize the Zendesk Chat widget using the JavaScript API?
     
    You can refer to this doc for more information on migrating from the Chat widget syntax to the the unified Web Widget (Classic). 
     
    Thanks Mike!
    0
  • Paul

    Hi there!

    Is it possible to configure skills based routing based on organization?

    For example, let's think about a VIP organization (tagged via a custom org field). I would like to assign all incoming chats from this organization to specific agents.

    We have the agent workspace enabled, I assume the skills based routing in support is not applicable to chats and, the skills in chat interface have to be used, am I right?

    However, the users are not tagged in support with VIP. How do we identify that an user is part of a VIP org so that it is routed correctly?

    Thank you in advance!

    0
  • Mike Jones

    Thanks Gab,

    I just want to confirm that the solution you provided for adding tags to the chat is the same thing as what's described in this article "Adding skill tags to visitors". 

    I want to be able to route chats to different departments and the routing setting seems to only route based on a tag that's assigned to the vistior and not a tag that's assigned to the chat. 

    Will adding the tag to the chat, using the solution you provided, work with the skills routing shown here?

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  • Eduardo Escobar

    Is it possible to apply tags to visitor based on the language their using? Example, if the customer starts the chat in Spanish, how can I route that to a Spanish agent?

    Thanks

    0
  • Paul D Owner

    Hi Eduardo,

    Have you seen this article(?): https://support.zendesk.com/hc/en-us/articles/4408833808538-Recipe-Route-a-chat-to-a-department-based-on-the-country-the-visitor-is-chatting-from

    If you are looking for a solution to detect the language no matter the location, I don't think it's possible.

    Hope this helps!
    Paul

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  • Dane
    Zendesk Engineering
    Hi Paul,
     
    If you are already using Agent Workspace, you can just utilize support triggers to route those chat tickets to specific group of agents or specific agent. Make sure to include the organization as a condition.
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  • Paul D Owner

    Hi Dane

    Many thanks for getting back to me, much appreciated!

    Please correct me if I'm wrong, but this method will assign incoming chats to a specific agent only, the one which is defined in the trigger, correct?

    What do I need to do if I'd like to assign chats to a pool of agents with a specific skill?

    Looking forward to hearing back from you!

    Thank you in advance!

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  • Dane
    Zendesk Engineering
    The recommendation I provided was for a different Paul I believe. It will not work for your use that utilizes specific skills of agents. Not unless they are just on the same group.
     

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  • Paul D Owner

    Hi Dane,

    I would like to avoid creating a dedicated group for this... if possible...

    To you think the setting below will route chats correctly if multiple agents are assigned to this skill?

    Thanks!

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  • Dane
    Zendesk Engineering
    Hi Paul, 
     
    This method will only add the skills to the ticket but it will not triggers a chat skill-based routing. When it comes to chat skill based routing, it needs to be worked on by using chat triggers with add tags action that corresponds to the skill names of the agents.
     
    This trigger will add a tag to visitors when a widget was loaded.

     
    It will then route the chat to agents with the same skills.
     

     

     

    0

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