It would be great to have the ability to Add/Delete Skills through macro and trigger actions. As well as, being able to use Skills in trigger conditions.
I would love to use to the new Routing Rules feature to cut down on the number of triggers used for handling ticket assignment. We currently have 5 triggers for almost all of the assignment group (web, email, and 3 to handle follow-ups). But, there is no systematic way to handle updating a ticket's skill association when the ticket is handed off to a different set of agents.
Our teams are set up as Customer Support, Accounts Payable, Taxes, and Legal to name a few groups. I was planning to create the groups as skills. But if a ticket comes into Customer Support and needs to be transferred to Accounts Payable there is no good way to ensure the skill is updated accordingly. I was told to have the agent manually update the skill, but that isn't really a reliable solution.
Based on the current set up, the agents would have to work off Skill based views and Group based views, and there would be a lot of mismatches. Which would just lead to a lot of confusion.