- You must have omnichannel routing enabled to use skills within omnichannel routing
- Skills routing is only applied to support tickets, rather than messages or calls (that comes in a later release)
- There may be a delay of up to 15 mins when adding new skills for those skills to be used within omnichannel routing
- Skills are only placed on tickets by skills rules at ticket creation (we are working on fixing this)
- When the EAP is applied to your account, agents must change their status at least once for the routing engine to correctly march a ticket's skills with that agent's skills