In Skills-Based Routing, if an active chat waits for a predetermined length of time for a skilled agent to take their chat, they will automatically "fail over" to the pool of non-skilled agents who are able to take their chat.
This functionality doesn't work in every case. For example, suppose that "Language" is a skill - in such a case, the waiting customer shouldn't always fail over to an agent that isn't skilled to the language (not all Zendesk Chat customers will find Google Translate an acceptable solution for chatting with a customer). Or, suppose the Zendesk Chat customer is running a multibrand environment, in which the Departments are configured to represent brands. In those cases, the different "departments" within a brand (such as Sales, Service, or Tech Support) might be configured as "skills". The same problem arises - the Zendesk Chat customer in this case wouldn't want their customers failing over to an inappropriate "skill" and chatting with someone in the wrong department.
As it stands today, Skills-Based Routing works for preferentially routing chats based on agents' strengths, but it doesn't provide the hard and fast routing rules that are needed to make a multi-language or multibrand environment successful. The "overflow" should remain available but should be configurable for customers that have more stringent requirements. In fact, this should be configurable at the Skill level, not as a single global setting - that way, I can set up some skills to highlight agent "strengths" and preferentially route chats, while other skills will be related to actual "Skills" and will not allow for the failover functionality.
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