Understanding Agent Skills in Zendesk Routing
What are agent skills in Zendesk and how are they used for routing?
Agent skills in Zendesk are attributes that determine an agent's suitability to handle specific tickets. These skills can be traditional abilities or other attributes like location or timezone.
Skills are used in two main ways for routing tickets: Omnichannel routing, where tickets are automatically assigned to agents with matching skills, and standalone skills-based routing, where agents manually assign tickets to themselves based on their skills. To learn more, visit theoriginal link.
More related questions
How do I plan skills for my Zendesk team?
Planning skills for your Zendesk team involves understanding the skills needed, who possesses them, and how they can replace existing business rules. Consider your organization's triggers, groups, and views, and how skills can streamline these…
How can I create a skill type in Zendesk?
Creating a skill type in Zendesk is a straightforward process that involves defining categories for your skills. To create a skill type, navigate to Admin Center, click on Objects and rules, then Business rules, and select Skills. Click the New…
How do I add skills to a skill type in Zendesk?
Adding skills to a skill type in Zendesk involves selecting the appropriate skill type and entering the skill name. After creating a skill type, go to the Skills page, find the skill type you want to add a skill to, and click New skill. Enter a…
How can I assign skills to agents in Zendesk?
Assigning skills to agents in Zendesk can be done from the Skills page or the agent's profile. On the Skills page, select the skill and click Manage to assign up to 50 agents at a time. Alternatively, use the agent's profile to add multiple skills…
What should I consider when planning skills for Zendesk routing?
When planning skills for Zendesk routing, consider the skills needed, who has them, and how they can replace existing business rules. Review your organization's triggers, groups, and views to identify skills that can streamline processes….
Can I move a skill to a different skill type in Zendesk?
No, once a skill is created in a skill type in Zendesk, it cannot be moved to a different skill type. If you need to change the skill type, you must recreate the skill in the desired skill type. This is why it's important to be intentional about…
How do I remove skills from an agent's profile in Zendesk?
Removing skills from an agent's profile in Zendesk is a simple process done through the agent's profile page. Navigate to Team members in Admin Center, find the agent, and in the Skills field, click the delete icon next to the skill you want to…
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