Explore - Skills routing
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?
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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!
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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?
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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.
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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
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