Skills CX operations
Routing audit
Routing failures are invisible in every headline CX metric and they are expensive in all of them. A misrouted contact adds handle time to two people, adds wait time for the customer, and usually adds a repeat contact — but it shows up as slightly worse averages everywhere rather than as a routing problem anywhere.
npx rulebase-skills install cx-routing-auditWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “why do tickets bounce between teams”
- “are we routing correctly”
- “tickets sitting unassigned”
- “how many tickets get reassigned”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Reassignment is not automatically a failure
Distinguish these before counting anything, because lumping them together produces a scary number that nobody can act on: Designed escalation, Load balancing, Misroute, Ping-pong.
What to measure
Hop count distribution. Most contacts should be zero or one hop. Report the share at 0, 1, 2, and 3+. The 3+ tail is small and carries a wildly disproportionate share of complaints — check it against complaint and escalation records and quantify the link.
The signal people miss: routing that looks fine because it never fires
A queue with zero misroutes may have perfect rules, or may be receiving nothing because an upstream rule is swallowing its traffic. Check queue volumes against expectation: A catch-all queue growing steadily means specific rules are decaying.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
