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·6 min read·The streamlineworks team
Why your skill-based routing isn't working (and what to do instead)
Skill matrices look reasonable on day one. By month six they're routing tickets to whoever last raised their hand.
routingfreshdesk
Skill-based routing is the right idea, implemented in a way that ages badly.
A skill matrix is a snapshot of who-knows-what at the moment it was built. The moment an agent levels up, transfers, or leaves, the snapshot is stale. Most teams discover this 18 months in, when their P50 reassignment rate has crept past 30%.
The alternative isn't "no rules." It's *learned* rules — routing decisions that update from your resolution history.
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