Handling Chats with More Than Five Skills in Zendesk
What if a chat has more than five skills in Zendesk Chat?
If a chat in Zendesk Chat has more than five skills, only the five most recently added skills will be considered for routing. This ensures that the most relevant skills are prioritized when assigning the chat to an agent.
More related questions
What is skills-based routing in Zendesk Chat?
Skills-based routing in Zendesk Chat is a method to assign chats based on agent capabilities. It ensures that incoming chats are directed to agents who have the specific skills required to handle the chat effectively. This can include language…
How does skills-based routing work with multiple skills in a chat?
When a chat requires multiple skills, it is assigned to an agent who possesses all the required skills. For example, if a chat needs both English and Billing skills, it will be routed to an agent with both these skills. If no such agent is…
What happens if a chat has no skills but skills-based routing is enabled?
If a chat has no skills assigned but skills-based routing is enabled, the chat will be assigned to an agent within the department. The system will consider the number of concurrent chats each agent is handling and assign the chat to the agent with…
Can I change the required skills once a chat has started?
Once a chat has started, you cannot change the skills associated with it. However, the agent handling the chat can transfer it to another agent or department, with or without the identified skills, if necessary.
How do I verify the skills setup in Zendesk Chat?
To verify your skills setup in Zendesk Chat, check if the skills you assigned are highlighted in orange in the Visitor List. Follow the chat to the Chat Panel to see if 'skills identified' and 'Agent with skills found' are displayed. After the chat…
How many skills can I assign to an agent in Zendesk Chat?
In Zendesk Chat, you can assign a maximum of five skills to each agent. This allows you to tailor the routing process to ensure that agents are matched with chats that align with their expertise.
Can I assign skills using triggers in Zendesk Chat?
In Zendesk Chat, skills can be identified based on tags assigned when a visitor loads the chat widget. This allows you to automate the process of assigning skills to chats, ensuring that they are routed to the most appropriate agents.
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