Using Skills to Route Calls to Specific Agents in Zendesk
How can I use skills to route calls to specific agents in Zendesk?
You can use skills in Zendesk to route calls to specific agents by leveraging omnichannel routing. This involves creating skills based on customer relationships and using triggers to assign these skills to incoming calls. By tagging user profiles and defining customer-specific skills, you can ensure that calls are directed to the agents best suited to handle them. For more details, check out the originalZendesk article.
More related questions
What is the workflow goal for using skills in call routing?
The workflow goal for using skills in call routing is to assign agents to support specific customers, allowing them to build strong relationships and develop expertise. By using omnichannel routing, calls from customers can be directed to the…
How do I use tags to identify tickets from a specific customer?
To identify tickets from a specific customer, add a unique tag to all user profiles associated with that customer account. This tag can then be used to route tickets accordingly. Ensure each customer account has a distinct tag to avoid confusion in…
How can I define a customer as a skill in Zendesk?
To define a customer as a skill in Zendesk, create a skill type named 'Customers' and add each customer name as a skill within this type. Assign these skills to the agents responsible for each customer, ensuring that each skill is linked to at…
How do I create a trigger to assign skills to incoming calls?
To create a trigger for assigning skills to incoming calls, go to Admin Center, select Business rules > Triggers, and create or edit a trigger. Specify conditions like 'Ticket > Channel > Is > Phone call (incoming)' and actions such as 'Add skills'…
How do I configure omnichannel routing to consider skills?
To configure omnichannel routing to consider skills, navigate to Admin Center, select Omnichannel routing > Routing configuration, and edit the Initial routing configuration. Turn on skills-based routing and optionally enable skills timeout to…
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