Prioritisation for Skills in Skills Based Routing
PlanejadaHi,
We operate in 11 countries and have specialists supporting multiple countries, and also specialists only supporting one country. ie:
- Sam supports France only
- Sarah supports France Italy Spain
- Sally supports UK France Italy
- Luke supports France Italy Spain
We'd like to be able to manage the tickets that these agents are served by applying a priority to each country. eg. Sally is priority 1 UK, priority 2 France, priority 3 Italy and therefore is served all UK tickets first, then France, then Italy.
The suggestion we've had for this so far is to arrange our tickets with country based SLA, which isn't an option as we need tickets to be individually prioritised within the country group.
Any suggestions for how to implement this would be welcome!
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Comentário oficial
Hi,
Just to let you know we are a launching an EAP at the end of Febuary 2023 that will enable customers using omnichannel routing to route support tickets based on skills. More information to follow, but you can apply for this EAP here, or if you have any questions post them in this thread.
Barry
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Hi Sam
Ideally you would be able to set priority based on skills, but this is not currently available.
If I can think of anything to help I will ping you
Barry
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@... is the skill-based prioritisation something we can expect in the near-future?
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Hi Jessica, it is not something we plan to add in the near (i.e. next month or two) future
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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
Por favor, entrar para comentar.
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