Understanding Skills Timeout in Zendesk
What is the importance of skills timeout in Zendesk's omnichannel routing?
Skills timeout in Zendesk's omnichannel routing is crucial for ensuring calls don't get stuck in the queue when no agents with the required skills are available.
By enabling skills timeout, you allow calls to overflow to other agents after a specified period. This means if no agents with the matching skills are available, the call will be routed to any available agent in the group after the timeout. This prevents calls from being left unanswered and ensures a smoother customer experience.
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