Route calls by agents skills


4 Comentarios

  • Comentario oficial
    Sean Chuang
    Zendesk Product Manager

    Hi Sophie, 

    Thanks for the feedback. We hear ya!  We will be improving language based skills routing, coming this year.  However, can you elaborate more about the IVR side and how grouping based on language (e.g., press 1 for English, press 2 for French) is not working for your needs? 


  • Sophie St-L.

    Hi Sean, 

    Thank you for your answer. 

    The grouping based on language is working, but not the way we needed. 
    We would have preferred not to have to create new groups for our IVR to work properly.

    It would be very useful to be able to route telephone calls according to the linguistic skills of the agents.


  • Barry Neary
    Zendesk Product Manager


    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 Neary
    Zendesk Product Manager

    Hi all


    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



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