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About omnichannel routing



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Dec 05, 2024


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260 comments

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Barry Neary

Zendesk Product Manager

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Hi,

Is there reporting available or the ability to tag tickets that are assigned by omnichannel routing ?

The aim is to be able to see how many tickets are being manually assigned to an Agent (by themselves or by another Agent) vs how many are being auto-assigned.

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Isobel Petty. Yes!  Well, there can be.  Omni channel routing requires a tag on tickets to be eligible.  So you can use the tag or create a custom attribute with that tag for a report!

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So a bit frustrated here. So some help would be great. I've put off enabling this feature for a bit, but took the plunge yesterday to turn it on for my team.

I understand that chats and calls will be routed and do not need the tag, but I'm stuck with voicemails. At first, I did not set a trigger for VM and noticed they would not trigger through Omni, cool, so I just need to tag my Omni tag on VM tickets, done. Omni still does not want to route VM tickets.

 

I've got a support ticket open but to be honest, not getting the advise or help I need, so hopefully a PM can help here.

Am I doing something wrong? Why isn't Omni routing VM tickets to my support team?

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Barry Neary

Zendesk Product Manager

cc: Rohan Gupta

In short, routing VM tickets is on the roadmap , Rohan: can you give a bit more detail here?

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Barry Neary thank you for this. I am not sure why on ticket #12304741 the agent didn't see this and let me know. The subject was "omnirouting not routing voicemail tickets, even with tag.". They then went to tell me I didn't have it set up correctly.

This is super important and not too sure why it wasn't part of the initial rollout.

Also, it appears that tickets made via API are not routed either. Any ETA on that?

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Barry Neary

Zendesk Product Manager

Hi Zachary

The API tickets should be routed today by the routing engine - can you create a ticket with our customer care with a ticket ID example?

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Thank you for confirming that, Barry Neary. Figured out the issue for the API ones, that was 100% on me.

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Hi James Molina,

Appreciate that feedback, but this isn't necessarily what I want to report on.

I want to see if a Ticket was assigned via the routing engine or if a ticket was assigned manually by an Agent. Even with the routing tag applied, an Agent can be manually assigned a ticket either via another Agent or by cherry-picking a Ticket from the queue.

What I would like to see is how many Tickets are being manually assigned. Potentially if I could create a Trigger to tag tickets that are manually assigned it would give me an idea on manual assignment, but I don't see a way to build a Trigger with that kind of function.

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Stephen - I think you could do a trigger along the lines of "Current User is Agent" and "Assignee is changed" to get what you need

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HI Stephen,

i have Ticket Created > Add Tag "Omni" > change / add to Group.

If Agents pick tickets without "Omni" Tag, they missing some Actions i.e. "Prio".

I have then a Trigger > Agent try to Solve > Prio missing > Flag some Ticket Field in backend.

This can give you an Report in Explore, which kind of Tickets go through engine and which kind of tickets picked by Agent.

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Another One is simply to have two Trigger and 1 Ticket Field i.e. "Omni Routing"
You can say once Tag "Omni" is set > Omni Routing Filled: by Engine

If Agent Grab Ticket without this Tag > Omni Routing Field: "Self Pick".

I hope it bring you some idea direction :)

Tobi

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Hi Barry Neary

You said that the tickets need to be "Open" or "New" status to be automatically assigned.

But when I tried to set status as Pending & On-hold, the tickets still can be automatically assigned (how come)? is there any updates by Zendesk?

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Hi Anton Verhelst

Did you tried that Pending status on Messaging Channel?

Because we got the same issue.

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Destiny

Zendesk Customer Care

Hello Ariya,
 
I will go ahead and open a support ticket for you so that we can delve deeper into the issue you're encountering with the automatic assignment of Pending and Onhold tickets.

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Can we limit Omnichannel to only Messaging and Email? We do not want to include Talk in our omnichannel routing.

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Destiny

Zendesk Customer Care

Hi Breanne, 
 
The Talk product remains integrated within the Omnichannel routing system, but you can still accomplish your specific needs by utilizing Custom agent statuses. This feature allows you to set your agents' availability in Talk, as demonstrated in the provided sample screenshot:
 

 
I hope this helps. 
 
 

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Barry Neary

Zendesk Product Manager

Hi Alan Yedid

Yes, it can

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Is Omnichannel routing ever going to be available to users who still use live chat?

We have no intention of moving over to the messenger, and because of this, we cannot use this feature. It's pretty frustrating. 

Does anyone feel the same?

 

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Stephanie Young Honestly? Not really. We enabled omnichannel for less than 24 hours and the serious issues it had led to us immediately disabling it. For starters it doesn't understand that one agent can't handle two live channels at the same time - so it was designed as if accounts don't use more than one live channel like chat and talk.  Additionally, whoever logged in first in the morning would get dumped all the overnight messaging conversations. 

Messaging and agent workspace has been a net positive once the adjustment period passed (though we hadn't customized chat much) but omnichannel routing was a big disappointment. We haven't trialed it again since the initial roll out because over a year later it still routes multiple live channels to an agent at the same time.

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Jacquelyn Brewer

Zendesk Documentation Team

Trudy Slaght Thanks for this feedback. We've received a ton of feedback similar to yours since the initial release of omnichannel routing and now provide many additional configuration options to address these concerns.

Messaging activity routing enables omnichannel routing to account for inactive messaging tickets in an agent's capacity and, accordingly, not assign all of the overnight inactive conversations to the first agent online in the morning.

Focus mode is another setting we'll be releasing soon that configures omnichannel routing to allow agents to focus on a single live channel at a time. This would prevent someone currently working a call from being offered or assigned messaging conversations and vice versa.

If you have more concerns or product feedback, I'm sure Barry Neary would appreciate your perspective. We're working hard to continue improving this feature. You can create a post in the Zendesk community forum.

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Is there any way to ensure that a ticket is routed to an agent, but it won't open automatically on his screen?  (Without turning auto routing off) 

 

We have agents who are typing an answer on one Whatsapp for example, a new WhatsApp is routed to them, and it opens this new ticket. This might lead to mistakes. 

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Destiny

Zendesk Customer Care

Hello Nevo,
 
Thanks for getting in touch! It seems that you're looking to have tickets automatically directed to agents without the tickets popping open instantly—instead, you prefer them to sit quietly in the agent's queue.
 
Unfortunately, within the current framework of our Support Interface, there’s no built-in feature that assigns a ticket or WhatsApp message directly to an agent without prompting the agent to click an 'accept' button. Our system is purposefully designed this way. It allows agents to gauge their current workload and decide if they can handle another ticket. Automatic routing without this step could potentially lead to agents becoming swamped with too many tickets at once. We believe in giving the agents the freedom to either accept incoming tickets or let them be reassigned, ensuring a manageable flow via our routing and assignment mechanism.
 
I hope this explanation helps to shed some light on the matter. Should you have any more inquiries or need additional information, feel free to ask.

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How will omni-channel routing work with Tymeshift scheduling?  I have Tymeshift setup to assign agents to different workflows based on forecasted volume.  Will omni-channel pay attention to the Tymeshift scheduling and only assign them tickets within whatever workflow they are assigned at the time?  I wouldn't want someone currently on the schedule to work emails or to work on outside of Zendesk tasks to have a phone call ring in, for example.

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Barry Neary

Zendesk Product Manager

Hi Emily Hillerman 

The plan is to have whatever schedule you have setup in Tymeshift to be pushed down to the routing engine. So as you say if an agent is due to work on emails in the morning and calls in the afternoon then their agent status would automatically change to reflect that (in the morning status = ‘Email only’, afternoons change to ‘Calls only’)

 

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Barry Neary Thank you for that update.  You state “the plan.”  Is this a change that will be coming out later? If so, approximately when do we expect that feature to be available?

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Barry Neary Would the routing work with, combined workstreams as well? 

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Barry Neary

Zendesk Product Manager

No firm date yet - potentially end of year

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Hi, is there an update on when inbound call tickets will be treated the same as email and messaging tickets? We often have complex queries which means our agents are required to continue working on the ticket after the phone call has ended, so the ticket becomes a web form/email ticket, but isn't included in agent capacity totals. 

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Barry Neary

Zendesk Product Manager

Hi Daniel

 

I dont have a firm date at present, but will revert when I do

 

cc: @... 

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Barry Neary zendesk support Destiny  I have a question, or a case in point. If I have not enabled omnichannel yet and plan to whilst I have a backlog of lets say 500 unassigned tickets under NEW status, how will omnichannel route and assign these tickets amongst my agents considering that I have a team of less than 20 agents which rotate occasionally in shifts?

I do not want to set them up for failure with flooding them with tickets to their names and affecting my SLA.

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