Bob Ierland

I totally agree with Maja, we see that the tickets that are being skipped that shouldn't are skipped due to difficulty. Having automations, triggers or a simple way to track these would allow us to quickly ID difficult tickets, provide necessary training, or upgrade our ticket routing to more experienced members for specific question types. As we don't work with a case-ownership approach it results in certain agents having to pick up more over time. 

Even having the option to see in the events that a skip has happened would allow us to quickly ID pain points.