About using skills to route tickets

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23 Comments

  • Great article thank you so much.

    The point above says:

    I could be wrong but this is a little confusing to me...or maybe a touch misleading.

    AFAIK, a call will not sit in a queue until the wait time is reached. It will sit in a queue as long as there's at least one available agent still to be offered the call.

    For example:

    • I have a queue wait time of 20 mins.
    • I have 3 Talk agents in the queue
    • 1 Agent is on an active call
    • The other 2 Agents are not on calls

    If a call enters the queue, the call will be offered to agent 1. If agent 1 declines or misses the call it will be offered to agent 2. If agent 2 declines or misses the call, the call will wait in the queue until agent 3 becomes available (finishes their current call). The call will then be offered to agent 3.

    Let's say that the incoming call already offered to agents 1 and 2 has been waiting in the queue for 5 minutes until agent 3 becomes available. The call is offered to agent 3 but agent 3 also declines or misses the call.

    As I understand it, the call will not wait in the queue for the remainder of the timeout period (20 mins) and instead will go to Voicemail (if configured) or the next step in the queue (overflow etc etc). This is because the call has been offered to all agents in the queue but none have accepted the call. (ie: the call will not be re-offered to agents it has already been offered to and declined/missed by those agents)

    So in this scenario, the call is only in the queue for 5 mins, not the queue timeout period, before going to the next point in the flow as all agents in the queue have declined or missed the call.

    Have I understood that correctly? Or maybe it's different when using Omnichannel routing - which would be awesome.

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  • Barry Neary
    Zendesk Product Manager

    cc: Rohan Gupta

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  • Rohan Gupta
    Zendesk Product Manager

    Hi Chad,

    We have indeed improved this functionality with Omnichannel routing.

    In the case mentioned - rather than the call going to voicemail after trying all the available agents, it will keep on getting routed in the round robin fashion to available agents till the maximum queue waiting time expires - increasing the chances of call getting answered. 

    Article for more details.

    Thanks

    Rohan

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  • Hi Rohan Gupta

    This is awesome.

    Thanks so much for clearing this up. This is a great feature and I'll be advocating for customers to move to Omnichannel routing for sure, especially when they use Talk.

    Cheers
    Chad

    PS: And thank you Barry Neary for passing this on and being so involved on the article comments!

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  • Dana Appamondo

    Hi,

    I hope you are well.

    Can you please advise if Skills Based Routing based on language is available for Talk?

    When testing, it works as required if the End User profile already has the correct language in. But, what if there is no existing EU profile or they call from another number. We have found that they will go to English as our default language which is not going be as required.

    Is there something we have not considered for this to work as needed?

    Thanks,
    D

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  • Jacquelyn Brewer
    Zendesk Documentation Team

    Dana Appamondo You could define triggers that looks for ticket comments containing the string "Call from: +1" or whichever country codes you might need to specify, and use those to make educated guesses about the caller's preferred language. For example, "Call from: +33" indicates the call is coming from France, so you might want to add the French language skill to that call's ticket.

    Using skills in omnichannel routing to overflow calls to other agents is a workflow example that describes what the conditions might look like to assign language skills based on a call's country code more detail, and Using skills to route calls to specific agents describes the basic flow of using skills to route calls to agents. I hope this helps!

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  • Stephen Whyte

    My tier 2 support techs were set as overflow on Talk when no tier 1 techs were .available. This is especially important in the evenings when staffing is light due to call volume. Since that functionality is not supported in OCR, what is the workaround?

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  • Barry Neary
    Zendesk Product Manager

    Hi Stephen Whyte

    The current workaround is to give a skill to the tier 1 techs (could call it 'Tier1') that they have but the tier 2 techs dont.

    Then have both sets of agents in the same group. When a tier 1 call comes in, add the 'Tier1' skill and assign it to the group. Set the skill timer so that it will look for a tier 1 agent for a certain amount of time, then drop the skill and give it to the next available agent.

    With the release of routing queues in Q1 this overflow will be supported without the use of skills

    Barry

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  • Stephen Whyte

    Barry Neary Thanks for the reply Barry!

    If I add my tier 2 techs to the tier 1 group, will they also get emails as well (based on the capacity rules of the group)? Our tiered system is setup so that our T2 & T3 techs only received escalated email requests, not initial contact emails.

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  • Barry Neary
    Zendesk Product Manager

    Hi Stephen, if the tier 1 tickets have 'Tier1' skill and tier 2 agents dont have that skill then they wont receive tier 1 tickets unless there are no tier 1 agents available....

    One thing to be aware of, currently when you set the skills expiration timer, that will remove the skills requirement from the ticket and give it to the next available agent independent of skills. But the next available agent will need to do something  - by do something I mean solve out a ticket, or set a ticket to pending, or change status. Essentially any of these actions will tell the routing engine they are available and can be assigned a ticket on which the skills have now expired.

    This is a limitation we will be fixing, so that in the future as soon as the skill expires, the routing engine will proactively check all agents to see if they can be assigned this ticket.

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  • Stephen Whyte

    Barry Neary can you clarify for me if the 'Group' that I'm adding my T2 agents to is in the People or OCR section?

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  • Barry Neary
    Zendesk Product Manager

    Add the Tier 2 agents to the same group as Tier 1 agent in the Team-Groups area. You can give the tier 2 agents a different max capacity or the same as the tier 1 agents using the Capacity Rules section

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  • Jason V

    Following this, Barry your point about the rep needing to complete an action is precisely a struggle were facing. 

     

    Currently if we have 3 agents in group with skill A, the call does not remove the skill and open up to rest of group until they complete an action (like toggle offline and back on) - this in practice is not reliable as Agents who are free are not notified in a timely matter. 

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  • Barry Neary
    Zendesk Product Manager

    Hi Jason

    This is a limitation we are working on addressing. In the meanwhile, if an agent hangs up a call or does anything that affects their capacity - they should receive the call from which the skills have timed out

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  • Jason V

    Barry, what does this mean: 

    if an agent hangs up a call or does anything that affects their capacity

    We've tried to replicate this by having free agents change ticket statuses, but nothing seems to trigger the call. The only success we had was if an agent toggles offline/away and then back to available while a caller is in queue. 

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  • Barry Neary
    Zendesk Product Manager

    Hi Jason V

    Can you create a ticket with our advocacy dept so we can take a closer look - if you can include the specific ticket id in that ticket then our engineers can look to see what happened

    Barry

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  • Jason V

    Hi Barry... I will but just a note I have had multiple tickets about this, but it takes weeks and multiple back and forths to get to the same spot - no one knows about this issue. You may be the only Zendesk employee that gets this problem and the inconvenience it creates with skills/routing.

    We're missing more calls than we can pick up every day due to people left in queue. 

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  • Barry Neary
    Zendesk Product Manager

    Hi Jason

    Talk capacity is freed up either by:

    1) A call is hung up and the wrap up time expires (if you have wrap up time configured)

    2) A call is hung up (if you dont have wrap up time configured)

    The ticket status doesnt affect the agents Talk capacity

    Barry

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  • Lauren Giblin

    I use a combination of Language and Product based skills, however I need to Language based skills to supersede the Product skills. So if I have an English speaking agent they should not be assigned any ticket with any other language. Is the only way to do this is to have any language trigger remove the Product skill or is there something else I can do to keep the additional Product Skill as well?

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  • Barry Neary
    Zendesk Product Manager
    Hi Lauren
     
    This feature is on the roadmap for H2 2024
     
    Barry
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  • Asen Georgiev

    Barry Neary do you have an ETA on when can we expect the solution to the limitation related to the skills timeout, so that as soon as the skill expires, the routing engine will proactively check all agents to see if they can be assigned this ticket?

    We just launched our CS operation using this feature, but it results in a lot of messaging tickets staying in the queue, waiting for one of the events (capacity change, status change) to happen to be assigned to an agent. It's a very negative customer experience and we decided to stop using it, until there is a fix for it.  

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  • Barry Neary
    Zendesk Product Manager

    We think we can release this before end of June 2024

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  • Barry Neary
    Zendesk Product Manager

    But as always, no guarantees

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