Skills Routing Rules

4 Comments

  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi Andrew Paterson,

    This is on the roadmap for development on this to start this year - I don't have an estimate on delivery date yet, but once I do I can update you.

    Barry Neary

  • Barry Neary
    Zendesk Product Manager

    Hi 

    We are looking at implementing skills as part omnichannel routing.

    Quick question: Would you want all the skills between a ticket and an agent to match for the ticket to be routed to that agent? Or would you rather that the routing engine tries to find an agent that matches, but if it cannot find one, then assign to next available agent independent of whether the skills match?

    If it is the latter, then what happens if suddenly an agent become available with skils, but the ticket at the top of the queue didnt match the agents skills - should the routing engine keep going down the queue looking for a the ticket that matches?

    0
  • Barry Neary
    Zendesk Product Manager

    Hi 

    We are looking at implementing skills as part omnichannel routing.

    Quick question: Would you want all the skills between a ticket and an agent to match for the ticket to be routed to that agent? Or would you rather that the routing engine tries to find an agent that matches, but if it cannot find one, then assign to next available agent independent of whether the skills match?

    If it is the latter, then what happens if suddenly an agent become available with skils, but the ticket at the top of the queue didnt match the agents skills - should the routing engine keep going down the queue looking for a the ticket that matches?

    0
  • Shaun Murray

    Barry,

    I personally think this should be configurable per skill. However, with the omission of backup groups for Talk in Omnichannel routing, we would prefer to have it try to route to an agent with a specific skill, but if none are available route the ticket to whatever agent is the next available regardless of skill. Also, I think if an agent has a skill assigned then the routing engine should check for any tickets requiring that skill and assign it to them, but if there are none then assign them the next available ticket regardless of skill.

    0

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