Configuring Skills-Based Routing in Zendesk
How can I configure omnichannel routing to consider skills in Zendesk?
Configuring omnichannel routing to consider skills in Zendesk ensures calls are directed to agents with the right expertise. This setup is essential for effective call management.
To configure, go to the Admin Center, click 'Objects and rules' in the sidebar, and select 'Omnichannel routing > Routing configuration'. Click 'Edit' next to the Initial routing configuration and turn on 'skills-based routing'. Also, enable 'skills timeout' and set thresholds for each channel. This allows calls to overflow to other agents if those with the matching skills are unavailable, preventing calls from being stuck in the queue.
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