About omnichannel routing (beta)

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5 Comments

  • Rob Stack
    Zendesk Documentation Team

    Thanks to all who pointed out the broken link. This has now been fixed.

    0
  • Lauren Benkov

    Hi there,

    I don't see this available in our settings. Does the beta need to be enabled for our account like an EAP or will it just be a slow rollout to all users

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Lauren Benkov. The beta is rolling out this week. If you don't see it in your account by the end of Friday 19th August, please let us know, and we'll investigate. Thanks!

    0
  • Steve Plichta

    In the article above, it was mentioned that...

    'An agent must have fewer open tickets or active messaging conversations than the defined maximum capacity for that channel to have spare capacity'  

    Is usage of the word 'open' meant to be taken literally (as in Status = Open), or does the system still consider tickets in On Hold or Pending status as open from a capacity perspective?

    1
  • LVB

    Is there an API to read agent statuses, or will be be able to create triggers, to integrate these statuses with a WFM solutions?

    0

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