Our advisors are currently working through a single view that is routed based on their skills. I have ensured that this is set up correctly, and filtering using the routing feature. However, we are experiencing the issue where advisors are being offered tickets that do not match their skills, and are being told that they have 'reached the end of their playlist' even though there are tickets outstanding that do match their skills.
This is making Zendesk unusable, slowing down productivity, and meaning that we are often missing SLAs.
Is there a known problem, and when is a solution likely?
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