Using Skills in Omnichannel Routing - Frequently asked questions
Discover how to effectively use skills in omnichannel routing to manage call overflow. This page answers common questions about optimizing agent workflows and improving customer service.
Frequently asked questions
How can I set up a group of agents to handle billing calls in Zendesk?
To handle billing calls efficiently, you can create a group of agents specifically for this purpose. In Zendesk, groups allow you to manage agent ticket assignments based on skills and experience. To create a Billing group, navigate to the Admin…
What are the steps to define billing language skills in Zendesk?
Defining billing language skills in Zendesk involves creating a skill type, adding skills, and assigning them to agents. This ensures calls are routed to agents with the right language skills. Start by going to the Admin Center, click 'Objects and…
How do I use triggers to assign skills to incoming calls in Zendesk?
Using triggers to assign skills to incoming calls in Zendesk allows for precise call routing based on caller information. This is crucial for ensuring calls reach the right agents. To set up a trigger, go to the Admin Center, click 'Objects and…
How can I configure omnichannel routing to consider skills in Zendesk?
Configuring omnichannel routing to consider skills in Zendesk ensures calls are directed to agents with the right expertise. This setup is essential for effective call management. To configure, go to the Admin Center, click 'Objects and rules' in…
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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