About omnichannel routing (beta)

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53 Comments

  • Michelle Nibbe

    Still don't see Omnichannel under objects and rules.  We have Agent Workspace enabled, and I don't think we have a chat subscription.

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  • Barry Neary
    Zendesk Product Manager

    Hi Michelle Nibbe

    You have a chat subscription and dont have messaging enabled, which is why you dont see routing enabled on your instance

    Barry

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  • Michelle Nibbe

    So we cannot use this if we don't have messaging enabled?  We don't use it.  We take tickets from clinics and have to stick to strict guidelines regarding PII and HIPAA.

    There is not a spot to enable messaging anyways.  I've followed the directions and there is no box to enable.

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  • Michelle Nibbe

    Is chat used in Omnichannel?

     

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  • Barry Neary
    Zendesk Product Manager

    Hi Michelle, no - chat is not compatible with the new routing engine.

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  • Onel Cuellar

    hi barry
    What is the assignment rule for those messaging tickets that were not attended during the 10 minutes, example:
    -I have several tickets to expire the 10 minutes
    -I have 3 agents connected, 2 who are actively answering messages and 1 is at the limit of its capacity. The reassignment would be made by the agent who has not attended a conversation the longest, but does this imply that all those cases that exceeded 10 minutes will be assigned to this agent?

    Thank you

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  • Barry Neary
    Zendesk Product Manager

    Hi Onei

    Inactive messages currently work as follows:

    1. Inctive messages in the queue will only be assigned to agents with spare capacity
    2. When an inactive message is assigned to an agent from the queue, it wont take up capacity

    In your example, if only one agent has spare capacity then that agent will be assigned the inactive messages. Those inactive messages will not take up that agents capacity

    Barry

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  • Bobby Koch

    Are there any plans to remove the dependency of Messeging? Any plans to incorporate external phone systems, as Zendesk lacks any actual IVR power for a team larger than 10?

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  • Barry Neary
    Zendesk Product Manager

    Hi, currently if you have a chat subscription you need to have messaging enabled.

    We are looking at supporting mixed mode customers i.e. cusomers with both chat and messaging traffic.

    We also do have support for 3rd party telelphony systems on the roadmap

    Barry

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  • Alison Cook

    Will these status be available to use in reports in explore? it would be nice to know, of the time an agent is active, how many tickets are assigned. etc. 

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  • Pedro Cassian

    so from my understanding, once this is out of beta I can stop using a round robin add-on and use this feature to auto assign tickets to agents?

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  • Barry Neary
    Zendesk Product Manager

    Hi Pedro Cassian: Yes, with some caveats:
    1) You need to be on agent workspace, and if you have chat subscription you need to have messaged enabled to use omnichannel routing
    2) The initial version of omnichannel routing has many of the features of the round robin app but not all - the documentation here should help, but also you could setup the beta on your sandbox to have a look

    Barry 

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  • Tim

    Hi Barry Neary,

    Nice to see the PO being so involved.

    One of the limitation is 

    • Skills aren't considered by the omnichannel routing engine. Look for this functionality in upcoming releases.

    Does this mean that routing based on language is a problem as well?

    Messaging does support the routing on skill/language the way i have set it up in sandbox.

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  • Barry Neary
    Zendesk Product Manager

    Hi Tim

    You can have language as a condition on a trigger and use it with routing; e.g. if lang = spainish and tag=billing then assign to 'spanish billing group', and then the routing engine will assign it to an agent in that group.
    What we are working on now is the ability that if the ticket has a spanish skill on it, the routing engine will route it to the general billing group and it will look for an agent that is available (online and has spare capacity) but also has the right skills

    Barry

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  • Ola Timpson

    Is there a timescale for skills routing yet? Honestly this feature looks amazing but our setup relies heavily on skills.

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  • Barry Neary
    Zendesk Product Manager

    Hi Ola Timpson, we are working on skills right now, so hopefully we will have something out before end of year

    Barry

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  • Tobias Hermanns

    HI Barry,

    any timeplan for API here? We control Talk Agent Status by Time Measurement App right now and to convert to new tool, we need it.

    Thanks.

    Tobias

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Tobias,

    Agent Availability APIs are currently under development and are expected to be launched as an Early Access Program in Q4 (mainly to allow you to test the endpoints and provide feedback) and GA in Q1 2023. Let me know if you are interested in participating in EAP so I can let you know when it is available.

    Thanks,
    Volkan

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  • Tobias Hermanns

    HI Volkan,

    Yes, please add us here so that we can double-check migrating the current solution into a new one with our dev team. Thanks.

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  • CJ Johnson

    Extremely bummed that many of the features we desperately need are all being loaded into this omnichannel EAP, which requires messaging over Chat. Messaging has quite a few holes that need to be addressed before it meets the requirements we have for a viable chat tool. I've been asking for these features for years and had my requests closed out as planned, only for the plans to specifically exclude me from using it. 

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  • Barry Neary
    Zendesk Product Manager

    Hi CJ, if its any consolation we are looking at ways of supporting chat within the omnichannel routing engine. No fixed dates yet, but will update this thread once we do

    Barry

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  • Jason Smith

    Sorry that I am late to the conversation.  We have messaging and agent workspace enabled but still no option to enable omnichannel routing.  Am I missing something?

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  • Karen Beltran

    Hi Jason Smith, seems you already have an existing ticket about the issue. We'll go ahead and proceed with the discussion there. 

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