Zendesk Skips API

The Zendesk Skips API provides programmatic access to events where an agent doesnt accept or actively skips a routed work item (such as a ticket or conversation) in omnichannel routing. It records who skipped, what was skipped, when it happened, and (when available) the reason, so you can analyze agent behavior, finetune routing rules and capacity, and troubleshoot assignment flows.