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About using skills to route tickets



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Nov 11, 2024


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45 comments

Hi Barry, last we chatted you mentioned TALK CAPACITY is the only thing that moves an agent into the pool once the skills time out.

 

If team B is not on the phone at all and waiting to be Team A's overflow - how can we get the skills timeout to add them? What is the best practice here as we have half our team in Ontario waiting to help our BC team, while they are overflowing with calls and customer hangups. 

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Barry Neary

Zendesk Product Manager

Hi Jason V

We are addressing this limitation in early July.

Till them , could you use queue overflow capability without using skills? So team A is the primary group for the calls queue, and team B is the secondary?

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We have a toll free number set up that goes to our Service team. The call is then routed by area code to the correct province by assigning Area codes to the Location Skill.

 

I don't think the overflow method works since we'd have to assign number to a primary location and that team would in essence collect most of the inbound calls.

 

We can wait til July if thats the plan, but we desparately need to fix this as we do have very inefficient hangups at the moment where our Team B never receives a ring

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Hey Barry Neary 

 

we would love to st skills-based routing live for us.

We also have custom queues and skills.

 

When i try it with my testaccount and put myself on a custom status, it should put my open tickets back to the group (basically an unassign-feature). This should also happen when i don't answer this ticket for x hours.

 

How is this possible?

It seems not to be duable via triggers or the normal configuration.

Also it does not work with the custom agent status i created.

 

Thanks!

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Barry Neary

Zendesk Product Manager

Hi Johannes Garske 

 

currently we only have a feature that reassigns tickets when you go into a custom status and that ticket reopens. What you want is that all open tickets automatically get reassigned, which we dont currently have. You would have to manually bulk edit those tickets and set their assignee to null. It is on the roadmap (likely 2025) to implement this.

 

An automation could be used (they run every hour) that says if a ticket has not been updated in the last X hourse, then set assignee to null.

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Thanks a lot :) 

Then i will create an automation for this, i think it should work also, or?

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Barry Neary

Zendesk Product Manager

Yes, that should work

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I'm looking at implementing this for my organization, but the issue being discussed here with agents having to interact and change their talk capacity somehow would be a problem for us. I see “early July” was mentioned as a time estimate for the fix, can anyone confirm if that has been resolved yet or have an updated timeframe?

 

Also, how do skills and overflow groups interact? If you have some agents in a queue's primary group that do have a skill and others that don't, will the skills timeout route to other agents in the primary group, or does the ticket route to the overflow group first?

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Barry Neary

Zendesk Product Manager

Hi Chris McPhearson 

 

This issue has now been resolved. The system will look first in the primary group for agents with skills and then in the secondary. Once the timer expires it will give the ticket to any available agent in the primary group independent of skills, and failing that any available agent in the secondary group

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Is there the possibility to see how many tickets are picked up manually from an agent?

 

I know there is the acceptance rate for ticket from messaging, but it don't work for e.g. email or Web-form.

 

it would be nice to know if tickets are updated from the system before it's assigned to an agent or if the agent picked the ticket manually.

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Barry Neary

Zendesk Product Manager

Hi Johannes Garske 

 

If you are using the auto routing tag to route email tickets then in Explore you can compare how many are assigned to an agent with tag vs without

 

Barry

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Thanks. Barry Neary 

But how exactly is it possible in Explore? Because i don't know how we can say please only show tickets with this tag which are picked up manually?

The auto-routing tag is something we have in general so it is in every ticket.

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Ahmed Zaid

Zendesk LuminaryUser Group LeaderCommunity Moderator

Very excited about the new optional/required skills feature. I was hoping for further improvement where it could be set on the queue level rather than the ticket level. For example, when a ticket is in L1 queue, language skill is required, but when the same ticket moves to L2 queues, topic skills are then required while languages are optional.

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Barry Neary

Zendesk Product Manager

Hi Ahmed Zaid 

 

A trigger can remove all skills and replace them with a skill thats common to everyone when it moves to L2?

 

Barry

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Ahmed Zaid

Zendesk LuminaryUser Group LeaderCommunity Moderator

Hi Barry,

Yes this is now my current approach. A trigger resets the skills to specialised topics upon escalation then another resets them back to language skills upon de-escalation. Thank you.

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