Skills-based routing enables admins to set up skills, which are attributes associated with individual agents and sets of ticket conditions. This article describes setting up skills based routing as a standalone solution.
Preparing to use standalone skills-based routing
The last step for setting up skills based routing as a standalone solution is creating a single (or small number of) of views for agents to work from. A single broadly-defined view can be configured to show different matching tickets depending on who’s looking at it, but in some cases you may find it best to use more than one view.
About skills-based views
A skills-based view is a view that displays only tickets with skill requirements that match the skills of the agent using the view. There are currently two types of skills-based views in Support:
Views with a skills-based condition (recommended)
You can create a skills-based view by adding a skills-based condition to a view. You can do this to as many views as you want. For more information, seeCreating views with skills-based conditions。
We recommend using this type of skills-based view because it offers several advantages compared to skills-match views. For example:
- You can filter all views by skills instead of just one.
- 的数量是没有限制的门票评估。
- There’s no limit on the number of tickets displayed in the view.
- The results of the view are paginated.
- Closed tickets are not included in views with skills-based conditions.
- Tickets with no skills are excluded from the view.
Skills-match views
You can create a skills-match view by applying askills filterto a view. For more information, see创建一个skills-match view。
Skills-match views have the following limitations:
- You can only have one skills-match view in Support, not multiple.
- If the ticket count in a skills-match view includes more than 3,000 tickets or a processing timeout occurs, all tickets will have the skills correctly applied, but some tickets may not appear in the view.
- Only the first 30 tickets in a skills-match view are displayed. The order is based on how your tickets are sorted. You can change the displayed tickets by changing the view’s sorting criteria.
- Tickets with no skills are included in the view and are visible to all agents.
Limitations of views when using routing rules to add skills to tickets
The following limitations apply to all types of skills-based views if you're using routing rules to assign skills to tickets rather than triggers.
- Routing rules add skills to tickets only when tickets are created. This means if a ticket is updated so that it no longer meets a skill's conditions, the ticket will continue to appear in the view for the original skill match. To remove a ticket from a view when it no longer meets the skill's conditions, you can manuallyremove the skill from the ticket。
- Language skills are applied to a ticket based on the requester’s language, not the ticket's language.
Creating views with skills-based conditions (recommended)
When an agent uses a view with a skills-based condition, they can see tickets with skill requirements that match their own skills or tickets with no associated skills. You can't combine these conditions in a single view.
Keep in mind that views with skills-based conditions don't have any indicators for agents or admins that only tickets matching their skills are visible to them in the view. You can include something like "(skills)" or "(filtered)" in the view name if you want to make this clearer to agents using the view.
To create a skills-based view using conditions
InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Views。- ClickAdd viewor hover your cursor over the skill type you want to modify, click the options menu icon (
), and selectEdit vieworClone view。 - In theConditionssection, clickAdd ConditionunderTickets must meet all of these conditions to appear in the view。
- Add the condition:
- Skills + Is + Current user skills: You can add this type of condition to as many different views as you want. Tickets without skills are excluded from views with this condition.
- Skills + Is + No skills: This condition can't be combined with theSkill+Is+Current user skillscondition. Only tickets without skills are included in a view with this skills-based condition. Views with this condition don't include a count of tickets, and the user experience of browsing back and forward looks a little different from other views.
- ClickSave。
- If the view is ashared view, ensure it's visible to the right agents and then let the agents know that the view is a skills-based view.
创建一个skills-match view
You can create a skills-match view by adding a skills filter to aview。However, you can have only one skills-match view in Support. Tickets without skills are included in this view.
- If you need a skills-based view that includes tickets without skills, apply a skills filter to the view instead of a skills-based condition. Don’t add a skills filter and a skills-based condition to a single view.
- Only certain views are compatible with filtering. Incompatible views appear in the drop-down menu, but are dimmed and can't be selected.
To create a skills-match column view
InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Views。- ClickAdd viewor hover your cursor over the skill type you want to modify, click the options menu icon (), and selectEdit vieworClone view。
- On the view's page, underFormattingclickAdd columnand selectSkill match。所有门票在视图中应该有一个选中标记in this column; if they don’t, go back and check your view conditions. Using the column on its own, without the skills match filter, on any view lets agents know which tickets match their skills without actually hiding the ones that don’t.
- Make any other changes to the view and clickSave。
- InAdmin Center, click
Objects and rulesin the sidebar, then selectBusiness rules > Skills。 - Apply a skills filter to a view.
- UnderSkills match view, clickChoose view, and use the dropdown menu to select the view you want to filter by skill. Then clickSave。
- UnderSkills match view, clickChoose view, and use the dropdown menu to select the view you want to filter by skill. Then clickSave。
Using a skills-match filtered view
When a skills filter is applied to a view:
On theViewspage in Admin Center, the view appears with a filter icon.
- When an agent opens the view, they see only those tickets for which they match all required skills.
- When an agent usesPlay modewith the view, only skills-matched tickets are displayed.
Converting an existing skills-match view
If you have an existing skills-match view, you can convert it into aview with a skills-based conditionby cloning it and then adding a skills-based condition.
To convert a skills-match view into a view with a skills-based condition
- Deactivate your skills-match view.
InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Views。 - Hover your mouse over the view, click the options menu icon (), and selectDeactivate view。
- Hover your mouse over the deactivated view, click the options menu icon (), and selectClone view。
- Edit the cloned view toadd skills-based conditions。
- ClickSave。Note:When you clone a view, it becomes an active view as soon as you clickSave, regardless of whether the parent view was active or inactive.
Validating your skills-based views
To figure out the best way to define your skills-based views, you can start with a small test. Set up a view for yourself with a skills match column. Are you seeing the checkmarks where you expect them to be? Then add a skills match filter to that view. You shouldn't see any tickets without a checkmark.
Next, ask one or two agents to help you test the skills and view. When doing this, pick a view the agents use often, clone it, and add the skills column. Incorporate their feedback and then continue to expand the test by using the skills match filter rather than the column. This enables agents to use play or Guided Mode, which is probably easier for them.
Repeat this testing and validation process as needed to ensure the views are still meeting your needs.
11 Comments
When will skills be able to be leveraged in triggers?
I don't have an answer for you, so I think this question is best posed in our Product Feedback forums. Does this existing product feedback thread capture your need? If so, please upvote and add any further comments you have here:Ability to update Skills from macros or triggers
If not, then here's the place to post your use case:Feedback - Ticketing System (Support) -- use this template so our product team can understand your needs. Thanks!
How do I remove the Skills dropdown on tickets/agents if we are not using Skills right now? I added it to test it out for a couple days, but it does not fit with our workflows. Now I need to remove it, but cannot seem to do so.
To remove the Skills dropdown field from within a ticket UI:
Once you refresh your Zendesk instance and open an existing ticket, the Skills dropdown field should disappear within the ticket UI.
While, if you want to delete an existing Skill type:
Hope this helps!
That did it! It takes a couple minutes to take effect, but when I checked it 15 minutes later it was removed. Thank you!
Hi all
FYI
We have now releasedskills in omnichannel routing, including
- the ability to change skills on a ticket using a trigger
- route tickets from all channels to agents based on skills
Barry
Barry,
I see the ability to route tickets for messaging on our Sandbox and Production. But I don't see 'the ability to change skills on a ticket using a trigger' on either our Sandbox or Production. Can you elaborate on this how we can see this?
HIDenise Sehlmeyer
We are looking into this... will post here when I have an answer
HiDenise Sehlmeyer
We can see the skills section in your prod instance - I will email you what we see
Barry
Barry,
I'll look for your email, as I know we have a skills section. What I didn't see is ability to use the skills as a condition within Triggers per your "the ability to change skills on a ticket using a trigger" as being available now. When I'm creating a new trigger and I try to find 'skills' within any of the conditions, it's not available. I do see it under actions add/set/remove. So will there be the ability to also use them as conditions within triggers?
HiDenise Sehlmeyer
Skills are only currently available as actions on a trigger rather than conditions of the trigger.
We may in the future add them as conditions , but thats not in this years roadmap
Barry
Pleasesign into leave a comment.