This EAP, once applied to your account, will enable you to switch on skills based routing (in the routing configuration screen) for support tickets only (see limitations). Once enabled, the routing engine will only assign support tickets to those agents that have the skills required by the ticket, assuming that the agent has spare capacity and the correct agent status.
How does this EAP work?
If the agent has the skills necessary, they will be assigned the ticket. If no agent has the right skills, then the ticket will remain in the queue until an agent with the right skills becomes available.
The functionality related to creating skills, assigning them to agents and creating the rules which define when those skills are added to tickets remain unchanged. You can continue to use skills to filter views, if you wish.
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