Announced on | Rollout starts | Rollout ends |
August 26, 2024 | August 26, 2024 | September 4, 2024 |
Zendesk is pleased to announce more granular control over which skills are required and optional criteria when using skills to route tickets with omnichannel routing.
This announcement includes the following topics:
What is changing?
Until now, omnichannel routing has treated all skills equally. Any skill on a ticket was treated as required until a skills timeout occurred. After that point, none of the skills remained in consideration when routing a ticket to an agent.
Now, skills added by ticket triggers can be configured as either required or optional. Required skills are skills an agent absolutely must have, while optional skills are nice-to-have and subject to the skills timeout in your omnichannel routing configuration. When a skills timeout occurs and a ticket has both required and optional skills, only the optional skills are dropped from consideration. The required skills are preserved as routing criteria for the ticket, so omnichannel routing will continue to wait for an agent with all of the required skills to become available.
It's important to note that if you don't configure a skills timeout, all skills are treated as required, regardless of how they're designated in the trigger action that added them.
For more information, see:
- Adding and managing skills on tickets
- About using skills to route tickets
- Managing your omnichannel routing configuration
- Ticket trigger conditions and actions reference
Why is Zendesk making this change?
We recognize that many customers need to differentiate between skills that are required for a ticket to be successfully and efficiently solved by an agent and skills that are convenient but less critical. Adding this granularity to the skills timeout functionality gives admins more control over how work is routed to agents.
What do I need to do?
To begin using this enhancement, make sure you've configured a skills timeout for omnichannel routing. Then create or update ticket triggers with the add skills or set skills actions and specify whether each skill is required or optional.
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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