|Announced on||Rollout starts||Rollout ends|
|July 5, 2023||July 5, 2023||July 14, 2023|
Zendesk is pleased to announce the general availability release of skills in omnichannel routing.
What is changing?
In addition to directly assigning work to agents based on their capacity and status, admins on Professional and Enterprise plans can now turn on skills-based routing within omnichannel routing. When enabled, the routing engine finds agents within the assigned group who have the required skills, then is considers agent status and capacity to determine which agent to assign or offer the ticket to.
When you turn on skills, you can also specify channel-specific skill timeouts so ensure tickets don't get stuck in the queue for too long while waiting for agents with the required skills to become available. When the skills timeout threshold is reached, omnichannel routing drops the skills requirement and assigns or offers the ticket to an agent in the group based on agent status and capacity alone.
Additionally, accounts with omnichannel routing enabled can use triggers to add, set (add and remove all previous skills), or remove skills from email, messaging, and call tickets at any stage of the ticket lifecycle. This means skills can be automatically updated for tickets when they're updated rather than only at ticket creation.
Why is Zendesk making this change?
Omnichannel routing already provides our most sophisticated routing logic, and adding support for skills takes it one step further. Routing by skills can help ensure that the agents assigned to tickets have the right expertise, regardless of the channel through which the tickets were received. It improves the quality of service you can provide and contributes to shorter times to resolution.
Furthermore, adding the capability to change skills on tickets with triggers ensures the skills on tickets remains accurate even as new information becomes available. Previously, when using standalone skills-based routing, skills could only be added automatically at ticket creation; any modifications required manual intervention.
What do I need to do?
You don't need to do anything. The option to use skills in omnichannel routing is available on Professional plans and above. It is completely optional and turned off by default.
If you want to start using skills with omnichannel routing, see About using skills to route tickets. The following resources may also be of use: