About omnichannel routing

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227 Comments

  • Barry Neary
    Zendesk Product Manager

    Eduardo Escobar: when a messages is assigned to a group with omnichannel routing, and an agent is available in that group then the Accept button should flash and a ding should be heard. If not, can you raise a ticket with our customer advocacy group?

    -1
  • Amos C

    Is there some sort of dashboard where an admin can view the status of all the analysts? Currently I have to go into a ticket and select the assignee to see who is available and who is not

    0
  • Barry Neary
    Zendesk Product Manager

    Amos C

    Yes, in Explore you can see the realtime status of your agents on the live dashboard 

    Barry

    0
  • Taysha

    I turned on chat, not live chat as we do not use. We primarily use web form or email and I do not see the options to use omni channel, we do have a professional account.

    I would like to explore this, any ideas on why it's not available for us? Also, we will not be using Round Robin so it's not an option.

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Taysha

    Have you enabled messaging? If you have a chat subscription , messaging must be enabled. 

     

    Barru

    0
  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Barry Neary,

    Today I was testing omnichannel. Lots of positive things that I love and really excited about the upcoming updates. I witnessed strange behaviour today though:

    Two agents are online:

    • Agent 1: First one to log in. Has 3 inactive messaging. No active ones.
    • Agent 2: Second to log in. Has no assigned messaging tickets at all.

    I started an anonymous conversation and let it be ignored by both agents for 10 minutes. I expected it to be assigned to agent 2 based on the following:

    • If more than one agent has an eligible status and the same spare capacity for the relevant channel, the agent who has been inactive longest is assigned.

    It was however assigned to agent 1. Not sure what inactive longest here means in this case.

    I know you are working on an option to treat inactive and active tickets the same way. An ideal implementation for me would be as follows:

    • Separate capacity configuration for inactive conversations
    • A toggle option to enable/disable assignment without acceptance for both active and inactive conversations.

    Secondly, this may not be directly under your product, but it would be great to expose the active/inactive property for messaging tickets in triggers and views. This workaround is not ideal as in this use case. If a new conversation is updated and is unassigned it does not necessarily mean it became inactive, it can very well be updated by an integration like a ZIS flow. I also can't see the active and inactive conversations in separate views.

    All the best to you and your team.

    1
  • Natasha Fu

    Hi Team,

    In "Agent's spare capacity for that channel" the 3rd sceniaro:

    • If more than one agent has an eligible status and the same spare capacity for the relevant channel, the agent who has been inactive longest is assigned.

    How do we define the "inactive longest" here? Is the time from their last message? Thank you.

    Natasha

    1
  • Barry Neary
    Zendesk Product Manager

    Hi Natasha Fu (cc:Jacquelyn Brewer)

    inactive longest means the agent that has not been assigned a ticket from that channel for the longest time

    0
  • Tobias Hermanns

    Hi,

    is there any news when Talk API will be released?

    Also regarding "Agent Status" in Live Dashboard (Drill-In) can I get the "Drill-In" Version on Dashboard directly?

    Thanks.


    Tobias

    0
  • Volkan Akdugan
    Zendesk Product Manager

    Hi Tobias Hermanns

    Thank you for your interest in our APIs! Regarding your question, we are thrilled to announce that we will soon be launching a new set of APIs called "Agent Availability APIs". These APIs will allow you to retrieve and update unified and custom agent statuses across Zendesk channels, including Talk, Native Messaging, and Support. We're currently in the EAP and planning to release the APIs for GA in Q2. Stay tuned for updates!

    Thanks,
    Volkan

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Isobel Petty

    Do you have messaging enabled now? If so, you can use omnichannel routing....

     

    Barry

    0
  • Arthur

    Im testing omnichannel routing, it appears to be working in all channels except in Side Conversations.

    Even if I add the routing tag, it still does not auto assign. Is there a configuration that needs to be done on our end? A button to switch? or if Side conversation is not included in the auto assign is there a way for us to get the SC's  auto assigned?

     

     

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Arthur

    Currently omnichannel routing doesnt route side conversations

    You could perhaps use triggers to assign a side conversation to a particular group?

    Barryhttps://support.zendesk.com/hc/en-us/articles/4408832448410 

    0
  • Slava Skorbezh

    Hi Barry Neary,


    Is there any certainty when Zendesk is releasing new features like routing of re-opened chats based on agent status (online, offline, etc.) and routing of so-called inactive chats?

    1
  • Barry Neary
    Zendesk Product Manager

    Hi Slava Skorbezh

    We are planning to launch a feature in June which will reassign reopened support tickets and messages if the agent is offline

    We have an EAP now that treats inactive messages the same as active ones, i.e. they dont time out after 10 mins and dont automatically get assigned without taking up capacity. If you are interested in this EAP, let me know

     

    Barry

    1
  • Slava Skorbezh

    Barry Neary Yes I'm interested. Please check your email 👻

    0
  • Natalia Torres

    Barry Neary Can I also enter on the EAP?

    Thanks

    Elsa

    0
  • GUSTAVO FREIRE LOPES

    Hi @Barry Neary

    We are experiencing some issues with inactive message (Whatsapp) tickets.

    From zendesk documentation we know that: 

    "To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."

    When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.

    We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be  limited by paramer. 

    It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?

    Situation where 15 tickets were assigned to one agent:

    1
  • Rob Lajeunesse

    Also having similar issues as the posting above with agents getting assigned a bunch of tickets through the EAP.  It almost seems like tickets are being assigned without the agents clicking the accept button but want to confirm behavior as designed.

    1
  • Kris
    Zendesk Luminary

    Are there any plans to add a way to exclude certain conversations from omnichannel routing such as by tag or status? Our agents are scheduled in live chat (sync) or tickets (async) and we are switching to Messaging from an in-house chat software. This missing option is giving us routing headaches as any conversations that start synchronously from Messaging cannot be switched to async tickets without being routed back to agents if/when the user replies.

    We've tried changing the via channel by API (not possible per support) and a custom on-hold status (auto-assigned). Right now we are likely going to have to ask our agents to accept conversations using Play mode (not ideal for a number of reasons including requiring more clicks and not maximizing our capacity) or having to close Messaging conversations and create a separate followup, which was one of the big benefits of switching all of our interactions to Zendesk.  

    1
  • Artur Olchowik

    Hello there!

    we're using omnichannel routing for a couple of months now and it's working great! I am more than happy that agents cannot cherry pick tickets anymore and the important ones are being assigned straight away.

    However, I've got a question about the stack being used to assign tickets. If my team's capacity is 25 tickets but we've got 30 tickets that need assigning then how the other 5 are going to be assigned? Is it `first in first out` or `first in last out`? Or just randomly?

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Artur Olchowik

    The 5 will be assigned first by Priority (Urgent first, then High etc.) and then by date created  . So if you have two Urgent tickets, then whichever the oldest one is will be the first to be assigned

    Barry

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Kris

    Could you have the agent answer the message, then when it is over the agent could set the ticket status to Solved, then have a trigger that if they are reopened the assignee is set to NULL so the message ticket is reassigned to someone else? 

    I am not sure if the above addresses your issue...

    0
  • Natalia Torres

    Hi,

    I am really looking forward using the omnichannel routing but I wanted to check with you if you are planning to solve this limitation:

    • The ability to set up multiple call routing fallback groups in Talk settings for a single line or IVR keypress isn’t supported with omnichannel routing.

    It is very important for us to route a call to another group if the assigned group is not available.

    Thanks fro your answer.

    Elsa

    0
  • Kris
    Zendesk Luminary

    Barry Neary We are going to use something along those lines for "active" chats but we essentially need a method to remove a conversation from routing and only serve it from a view. Our currently planned workaround is to Solve conversations and create a follow-up, which won't have the Messaging channel, but it removes one of the main benefits of Messaging of having both sync and async conversations on one ID.

     

    0
  • Eduardo Escobar

    Is Omnichannel routing available for Voicemails? I want voicemail tickets to be routed the same as email

    0
  • Rohan Gupta
    Zendesk Product Manager

    Thanks Eduardo Escobar for the feedback, currently only live calls from Talk persective are routed via the omnichannel routing engine. Voicemails, abandoned calls or post call tickets assigned to a group are not routed by the engine at the moment. But they can be organised in views and picked up by agents.

    We have a written request in the backlog to solve for this use case, but it's not on the short term.

    0
  • Jason Walker-C

    We are trying to use Omni-Channel routing to solve the issue of agents not getting the notification when an active messaging ticket gets routed or re-assigned to a new group. It works great for new tickets and I was hoping this would solve that. Well, it kinda does but causes a few other issues. 

    1. The agents in the new group do get the notification for new and transferred tickets. 
    2. However, after 10 minutes it auto-assigns to an agent. We want it to stay assigned to only the group. For some groups we let agents take the tickets assigned to their group. Other groups have a supervisor that will assign to specific agents based on availability, skills, knowledge, etc...
    3. We close chat down at 3 pm. We then let the customer know that the chat is shut down and that we will respond via email. In this case, the issue with #2 kicks in and assigns agents online for chat. We have many groups that have agents online for chat but not email tickets and vs. versa. 
    4. We have a set of questions we ask customers upon entering the chat. That info is used to assign a group. At each stage of questions, we added a failsafe question "Not sure or don't know". This is used to assign a general group of all agents. This allows all agents to see the request and assign it to the proper group. Again, this is where issue #2 kicks in and assigns to someone in that group. Which is everyone. This is causing issues. Most likely that person is not the right person and/or group to respond. Plus there is a delay in agents responding by having one agent assigned vs having the group assigned. Can we have these go to a specific group like "Triage"? Then we can staff that group to help with triage. This is not ideal and will only help until #2 is addressed. 

    Prakruti Hindia

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Jason Walker-C

    We do have an EAP at present to switch off the feature of inactive messages (those in which there has been no conversation for 10 mins or more) being auto assigned to agents. See here for more information on that.

    Barry

    -1
  • Jason Walker-C

    Barry Neary That link is broken. Getting the following message. Please advise

    "oops

    You're not authorized to access this page"

    0

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