Explore - Skills routing

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4 Commentaires

  • Gabriel
    Zendesk Customer Care
    Hello Milton, 
     
    Thanks for reaching out to our Support!
     
    Yes, this is expected since Explore datasets are based on the Tickets and Chats data. The skills can be modified or removed, however, once a Ticket is closed, for example, the data can't be modified. In that case, you will have the information applied to that ticket (dataset) until it is closed. 
     
    Please, let me know if you still have any questions and we can take this into a ticket to take a further look into your query!
     
    I hope this helps!
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  • NO TICKETS Katarzyna R

    Hi Gabriel,

    i noticed the issue as well - I have a report showing the new tickets division by skill and date. 

    I see there some tickets with "skill 1" which was initially assigned to the ticket upon creation, however it was later updated to "skill 2" and the ticket is still shown under "skill 1"

    This is I gues not working as expected, isn't it?

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  • Maude
    Hi Katarzyna,
     
    Thanks for reaching out! 

    I have created a private ticket, so we can have a closer look at your account data. 
    Kindly check your email, and reply to the information I need to troubleshoot further. 
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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

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