we´re facing an issue with Skill Routing feature.
3. For incoming chats, chats with a set of tags will be routed to agents with the exact set of skills, up to maximum wait time. Subsequently, the chat will be routed to any available agent within the department or account.
Number 3 is the issue here:
"Subsequently, the chat will be routed to any available agent within the department or account."
Our Setup is like that:
We´re working across Europe and we´ve one Support Department.
We´ve create Department "Support" and setup Skill (Language) to different teams.
If i.e. guys from "Italy" are offline, we wish to create a ticket AFTER max. waiting time and NOT re-route and ignore the skill.
How we can achieve it? Or can you put it to roadmap?
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