Omnichannel Routing with Skills in Zendesk
What is omnichannel routing in Zendesk and how does it use skills?
Omnichannel routing in Zendesk allows you to direct tickets from various channels like email, messaging, and calls to agents based on their availability, capacity, skills, and ticket priority. When skills are used in omnichannel routing, agents must have matching skills for the ticket, be in an eligible status, and have spare capacity. You can enforce skill matching or allow skills to time out, falling back to the omnichannel model if no matching agents are available. This approach ensures tickets are automatically assigned to the best-suited agents, enhancing response times and user experience.
More related questions
What are skills in Zendesk and how do they work?
Skills in Zendesk are agent attributes that help determine their suitability for handling specific tickets. They can be traditional skills, like language proficiency, or other attributes such as location or timezone. When setting up skills, you…
How do I set up skills-based routing in Zendesk?
Setting up skills-based routing in Zendesk involves several steps. First, plan out the skills you need, then create and assign them to agents. Next, configure an automated way to assign these skills to tickets. Depending on your needs, you can…
Can I use skills-based routing for Messaging and Talk tickets in Zendesk?
Yes, you can use skills-based routing for Messaging and Talk tickets in Zendesk, but only through omnichannel routing. Unlike standalone skills-based routing, omnichannel routing can handle messaging conversations, calls, and sometimes chats based…
What happens if a ticket doesn't have a skill in Zendesk?
If a ticket in Zendesk doesn't have a skill, the system assumes it can be assigned to any agent. To prevent this, you can use triggers to set a tag on tickets with skills, ensuring only tagged tickets are assigned to groups. This way, tickets…
How does the skills timeout setting work in Zendesk's omnichannel routing?
The skills timeout setting in Zendesk's omnichannel routing is crucial for managing ticket assignments. It allows the system to first attempt to assign work to agents with matching skills. If no such agents are available within a specified time,…
What is standalone skills-based routing in Zendesk?
Standalone skills-based routing in Zendesk is used for tickets received via email, web form, side conversations, and the API. It sorts incoming tickets by skills but doesn't directly route them to agents. Instead, agents use Views based on skills…
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