Reason for Zendesk's Skills Timeout Feature Update
Why did Zendesk change the skills timeout feature in omnichannel routing?
Zendesk updated the skills timeout feature based on user feedback to better balance prompt responses to end users with the need to assign tickets to skilled agents. This change is expected to enhance key performance metrics like first reply time and customer satisfaction (CSAT) by allowing tickets to be assigned more quickly to available agents, even if they don't initially meet all skill requirements.
More related questions
What is the new enhancement to Zendesk's omnichannel routing skills timeout feature?
Zendesk has enhanced its omnichannel routing skills timeout feature so that agents no longer need to take any action to be reconsidered for ticket assignment after a skills timeout occurs. Previously, agents had to change their status or update a…
What do I need to do to use the new skills timeout feature in Zendesk?
If you're using Zendesk's Professional or Enterprise accounts with omnichannel routing, the new skills timeout feature will be rolled out automatically. There's no action required on your part to start benefiting from this enhancement. For more…
How will the new skills timeout feature impact my Zendesk metrics?
The new skills timeout feature is designed to improve key Zendesk metrics such as first reply time and customer satisfaction (CSAT). By allowing tickets to be assigned more quickly to available agents, even if they don't meet all skill…
Where can I provide feedback or ask questions about Zendesk's new feature?
If you have feedback or questions about the new skills timeout feature, you can visit Zendesk's community forum where they collect and manage customer product feedback. For general assistance with Zendesk products, you can also reach out to Zendesk…
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