Skills Routing Rules
It is currently impossible to assign Skills to newly created tickets if the routing rules are based on custom fields and the ticket is created via email, because triggers (even those with the Ticket is Created condition) are run after the Routing Rules and Routing Rules are never re-run.
Skills also need to change dynamically if the ticket field values that drive the Routing Rules change, agents can't be expected to change Skills manually if a ticket's details change.
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Official comment
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
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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?
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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?
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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.
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Hi,
Just to let you know we are a launching an EAP at the end of Febuary 2023 that will enable customers using omnichannel routing to route support tickets based on skills. More information to follow, but you can apply for this EAP here, or if you have any questions post them in this thread.
Barry
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Hi all
FYI
We have now released skills in omnichannel routing, including
- the ability to change skills on a ticket using a trigger
- route tickets from all channels to agents based on skills
Barry
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