Prioritizing Skills in Zendesk Chat Routing
Can I prioritize certain skills over others in Zendesk Chat routing?
Currently, Zendesk Chat does not support prioritizing certain skills over others in routing. Chats are routed based on the assigned routing behavior.
This means that incoming requests are directed to an online agent who has been available the longest, as long as their skills match the chat's requirements. There is no native feature to prioritize routing based on specific skills.
More related questions
How does skills-based routing work in Zendesk Chat?
Skills-based routing in Zendesk Chat ensures that incoming chats are directed to agents with the specific skills required to handle them. This is achieved by tagging chats with skill tags that match the skills of available agents. When a chat is…
How do I enable skills-based routing in Zendesk Chat?
To enable skills-based routing in Zendesk Chat, you need to have chat routing already enabled. Once that's set, you can turn on skills routing in the settings. Go to Settings > Routing, select the Settings tab, and ensure Assigned is selected for…
How can I create skills for agents in Zendesk Chat?
Creating skills for agents in Zendesk Chat is straightforward. Once skills-based routing is enabled, you can add skills that will be assigned to agents and visitors. Navigate to Settings > Routing, then select the Skills tab. Click Add Skills,…
How do I assign skills to agents in Zendesk Chat?
Assigning skills to agents in Zendesk Chat allows you to route chats to the right people. You can assign skills in bulk or individually. For bulk assignment, go to Settings > Agents, select the agents, and choose Assign Skills from the Actions…
How can I add skill tags to visitors in Zendesk Chat?
Adding skill tags to visitors in Zendesk Chat can be done using triggers or the Javascript API. This ensures chats are routed to agents with matching skills. To set up a trigger, go to Settings > Triggers, add a new trigger, and configure it to…
What happens if no agent with the required skills is available in Zendesk Chat?
If no agent with the required skills is available in Zendesk Chat, the chat will wait for a specified maximum time before being reassigned. The maximum wait time is set when enabling skills routing. If the time elapses without an agent with the…
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