Announced on | Rollout starts | Rollout ends |
July 3, 2024 | July 3, 2024 | July 14, 2024 |
Zendesk is pleased to announce that agents no longer need to take an action to be reconsidered after a skills timeout occurs.
This announcement includes the following topics:
What is changing?
When you configure a skills timeout in your omnichannel routing configuration, Zendesk attempts to route the ticket to an eligible agent with all of the ticket's skills until such time as the skills timeout is reached. At that point, omnichannel routing stops considering the ticket's skills, and instead looks only at the availability of agents in the appropriate groups.
Until now, agents had to do something, such as change their status or update a ticket, for omnichannel routing to reconsider their eligibility to receive a ticket after the skills timeout occurs. Now, that is no longer the case. When a skills timeout occurs, any available agent in the appropriate groups can be assigned the ticket automatically, without any action required of them.
Why is Zendesk making this change?
Based on feedback, we realized this is a better approach to balancing the need to respond to end users promptly while still ensuring tickets are assigned to agents with the skills required to solve the ticket whenever possible. We expect this change to improve key metrics, such as first reply time and CSAT, by assigning tickets to agents more rapidly.
What do I need to do?
This feature is being rolled out to all Professional and Enterprise accounts using omnichannel routing. To learn more about using skills with omnichannel routing, see About using skills to route tickets.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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