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Talk - Skills Based Routing

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Thomas O'Donnell

Posted Oct 18, 2022

Has anyone been able to figure out how to implement a skills based routing for Talk Enterprise app?  

Need to roll calls to agents in other queues when calls in queue reach x number and get bumped to another skill queue.  I have the queues built in the IVR.  Using digital lines. 

Calls need to be routed BEFORE they are answered and become tickets. 

Have not seen ZD for sometime but cannot believe that the TALK app does not have this basic contact center functionality. 

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    Official

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    Sean Chuang

    Zendesk Product Manager

    Thank you for your questions.

    Perhaps if you can provide your use case in more detail, we can better answer your question. We do believe that if you move to our new Omnichannel Routing solution, it would address a lot of your questions - see here (coming in a few weeks)

    Thanks,
    Sean

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