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Prioritisation for Skills in Skills Based Routing

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Sally

Publicado 07 jul 2020

Hi,

We operate in 11 countries and have specialists supporting multiple countries, and also specialists only supporting one country. ie:

  • Sam supports France only
  • Sarah supports France Italy Spain
  • Sally supports UK France Italy
  • Luke supports France Italy Spain

We'd like to be able to manage the tickets that these agents are served by applying a priority to each country. eg. Sally is priority 1 UK, priority 2 France, priority 3 Italy and therefore is served all UK tickets first, then France, then Italy. 

The suggestion we've had for this so far is to arrange our tickets with country based SLA, which isn't an option as we need tickets to be individually prioritised within the country group. 

Any suggestions for how to implement this would be welcome! 

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7 comentarios

Fecha

    Oficial

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    Barry Neary

    Zendesk Product Manager

    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

    0

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    Barry Neary

    Zendesk Product Manager

    Hi Sam

     

    Ideally you would be able to set priority based on skills, but this is not currently available.

    If I can think of anything to help I will ping you

    Barry

    2

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    Jessica B

    @... is the skill-based prioritisation something we can expect in the near-future?

    0

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    Barry Neary

    Zendesk Product Manager

    Hi Jessica, it is not something we plan to add in the near (i.e. next month or two) future

    0

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    Barry Neary

    Zendesk Product Manager

    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

    0

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    Jullian Agostinho

    Hi Barry Neary 

    The page does not exist. Is this a live feature? We encountered the same issue. We support nine markets, and not every agent is trained to handle all markets, so this feature could be a potential solution.

    Thanks.

    0

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    Barry Neary

    Zendesk Product Manager

    Hi, we have launched skills within routing. you can switch this on in your routing configuration in admin centre

     

    0

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