Explore - Skills routing | The place for Zendesk users to come together and share
Skip to main content
M
Milton11
October 25, 2021
Question

Explore - Skills routing

  • October 25, 2021
  • 4 replies
  • 36 views

We've recently tried to create reporting on skills routing in Explore and have come across a few issues, so am curious if anyone's been able to make this work.

Our aim is to create a report that can be used to see some key info about skills across the team. However, we've noticed some issues with historical data not updating:

  • If a skill is added to an agent and then later removed, it continues to display as an assignee skill for that agent in Explore
  • If a skill is renamed it continues to display with it's original name

Is this working as intended, or should the data in Explore be updated to reflect what's in live?

    4 replies

    Gabriel31
    Gabriel31Employee
    Employee
    October 26, 2021
    Hello Milton, 
     
    Thanks for reaching out to our Support!
     
    Yes, this is expected since Explore datasets are based on the Tickets and Chats data. The skills can be modified or removed, however, once a Ticket is closed, for example, the data can't be modified. In that case, you will have the information applied to that ticket (dataset) until it is closed. 
     
    Please, let me know if you still have any questions and we can take this into a ticket to take a further look into your query!
     
    I hope this helps!
    F
    Frista
    December 29, 2022

    Hi Gabriel,

    i noticed the issue as well - I have a report showing the new tickets division by skill and date. 

    I see there some tickets with "skill 1" which was initially assigned to the ticket upon creation, however it was later updated to "skill 2" and the ticket is still shown under "skill 1"

    This is I gues not working as expected, isn't it?

    Maude
    MaudeEmployee
    Employee
    January 3, 2023
    Hi Katarzyna,
     
    Thanks for reaching out! 

    I have created a private ticket, so we can have a closer look at your account data. 
    Kindly check your email, and reply to the information I need to troubleshoot further. 
    Barry Neary
    Barry NearyProduct Manager
    Product Manager
    July 18, 2023

    Hi all

    FYI

    We have now released skills 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

    Terms & ConditionsAccessibility statement