Skills-based Routing Views

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  • Commentaire officiel
    Barry Neary
    Zendesk Product Manager

    Hi Sara

    Unfortunately at present skills are an all or nothing thing - an agent either has all the skills and can see the tickets with those skills in a skills filtered view or they dont have all the skills and they cannot.

    I wonder is there a workaround by which you could specify in the Japanese skill rule that the Japanese skill is only applied if:

    1: the language is Japanese

    2: whatever condition you use for the Billing skill to be applied does not apply.

    #2 should mean that Japanese is not added if Billing is added but will be added otherwise?

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