How do you categorize behavioral skills to allocate tickets to qualified staff?
We are looking for frameworks/schema/approaches that other complex support organizations have used to categorize behavioral skills.
In our case, we’ve developed a unified technical skills matrix that organizes competencies into proficiency bands, with specific skills in each. We aggregate competency bands to form technical segments, and then allocate tickets based on support engineers’ qualifications against those bands.
We’d like to take a similar approach with behavioral skills, as well as knowledge of particular tools and SOPs. We'd love to learn from others’ experiences. What recommendations and warnings do you have?