Routing automatically triaged tickets using standalone skills-based routing

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You must have the Copilot add-on to use the features described in this article.

You can incorporate intelligent triage information into your standalone skills-based routing setup.

Intelligent triage automatically determines a ticket's intent, the language it's written in, and the customer sentiment (positive or negative). Standalone skills-based routing allows you to route tickets to the agents who have the right expertise to handle them.

Pairing these two features lets you automatically route tickets to the agents who have the right knowledge to resolve a specific issue, such as speaking the same language as the requester.

This article gives you examples of skill routing rules you can create based on intelligent triage information. Because these examples are starting points, customize the details however makes sense for your business.

This article contains the following topics:

• Creating a skill routing rule based on intent
• Creating a skill routing rule based on language
• Creating a skill routing rule based on intent and language
• Creating a skill routing rule based on sentiment

Related articles:

• Choosing a routing method for automatically triaged tickets
• Routing automatically triaged tickets using omnichannel routing

Note: When creating skill routing rules in Admin Center, intelligent triage prediction values are available only in English. However, intelligent triage is capable of evaluating content in the languages listed here.

Creating a skill routing rule based on intent

In the example below, a skill routing rule sends refund request tickets to your agents who specialize in handling refunds.

To create a skill routing rule based on intent

1. Create a skill type called Specialty area that contains a skill named Refunds, and assign the skill to at least one agent.
2. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Skills.
3. Click the Specialty area skill type, then click Refunds.
4. In the Tickets section, click Add condition under Meet Any of the following conditions.
5. Set the following conditions:
   • Intent | Is | Billing::Refund::Refund request
   • Intent | Is | Billing::Refund::Refund amount is wrong
   • Intent | Is | Billing::Refund via a specific channel
6. Click Save.
7. Create a skills-based view for agents to see the routed tickets.

Creating a skill routing rule based on language

In the example below, you'll build a skill routing rule that sends tickets written in Spanish to your Spanish-speaking agents.

To create a skill routing rule based on language

1. Create a skill type called Language that contains a skill named Spanish, and assign the skill to at least one agent.
2. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Skills.
3. Click the Language skill type, then click Spanish.
4. In the Tickets section, click Add condition under Meet All of the following conditions.
5. Set the following condition: Language | Is | Spanish
6. Click Save.
7. Create a skills-based view for agents to see the routed tickets.

Creating a skill routing rule based on intent and language

In the example below, a skill routing rule sends refund request tickets written in Spanish to your Spanish-speaking agents who specialize in handling refunds.

To create a skill routing rule based on intent and language

1. Create a skill type called Language-specific specialty area that contains a skill named Spanish - Refunds, and assign the skill to at least one agent.
2. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Skills.
3. Click the Language-specific specialty area skill type, then click Spanish - Refunds.
4. In the Tickets section, click Add condition under Meet All of the following conditions.
5. Set the following condition: Language | Is | Spanish
6. Click Add condition under Meet Any of the following conditions.
7. Set the following conditions:
   • Intent | Is | Billing::Refund::Refund request
   • Intent | Is | Billing::Refund::Refund amount is wrong
   • Intent | Is | Billing::Refund via a specific channel
8. Click Save.
9. Create a skills-based view for agents to see the routed tickets.

Creating a skill routing rule based on sentiment

In the example below, a skill routing rule sends tickets with a negative sentiment to a group specially trained to handle these kinds of situations.

To create a skill routing rule based on sentiment

1. Create a skill type called Customer service that contains a skill named Negative sentiment, and assign the skill to at least one agent.
2. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Skills.
3. Click the Customer service skill type, then click Negative sentiment.
4. In the Tickets section, click Add condition under Meet Any of the following conditions.
5. Set the following conditions:
   • Sentiment | Is | Negative
   • Sentiment | Is | Very negative
6. Click Save.
7. Create a skills-based view for agents to see the routed tickets.