About omnichannel routing with unified agent status

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123 Comments

  • Barry Neary
    Zendesk Product Manager

    Hi Prince Singh

    Unfortunately TPE is not currently supported in omnichannel routing - this is on the roadmap however (likely 2023)

     

    -1
  • Barry Neary
    Zendesk Product Manager

    Hi LVB and Slava Skorbezh

    We are looking at having two configurable options:

    1) Having inactive messages in queue treated differently from active ones (as is today) - this means once a message goes inactive after 10 mins it is auto assigned (no need to click Accept) to the next online agent and wont take up capacity

    2) Having inactive messages in queue treated the same as active ones - so inactive messages will flash the Accept button and will take up capacity

    Would option 2 be acceptable for now?

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  • Slava Skorbezh

    Barry Neary For us option 2 is preferable. To be honest, I do not understand the logic of the first option at all. 

    By the way, you are one of the most involved Zendesk PMs. That's very cool, thank you.

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  • Irina Kurda

    Barry Neary I want to support Slava Skorbezh
    The second option seems to be more correct in terms of customer experience and convenience for the agent.
    Since in the first option, if we have more than 100 inactive tickets, then they will be assigned to agents until they run out.
    Also have a question. If according to option 2, then which tickets will be assigned in priority active or inactive?

    2
  • Barry Neary
    Zendesk Product Manager

    Thanks!

    The logic of option 1 was to try and allow the agents to get through the messages that were inactive quickly so you can get to the active ones at the bottom of the queue

    Assuming all the messages are of equal priority, then the older inactive messages are at the top, where the end user may not be still there, whereas the new active ones are at the bottom, where the end user is more likely to be there awaiting a response.

    Anyway, thx for you feedback and we will looking offering you an option as to how you want it to work

    1
  • Slava Skorbezh

    Barry Neary Thanks for the clarification. The fact is that live agents are just humans. And by assigning them chats above the capacity, you can't increase their ability to respond :)

    1
  • LVB

    Thanks Barry Neary,

    Definitely agree with what others have said here. The assignment of inactive chats wholesale to whichever agent goes Active first feels more like a consequence of incomplete design than of deliberate decision making.

    The option to choose how these are handled will be good. Option 2 will definitely be what is selected by us.

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  • Tim (do not use or mail to this account)

    I would like to have both options or even make an if-statement that switches automatically when the queue hits 10 pending customers or 5 minutes and then switches from option 2 to option 1? if that makes sense

    I think when you come to the point where your agents are not able to keep up with the requests option 1 would be highly recommendable and option 2 would only add to the drama. 

    If I have to choose one I think I would stick with option 1 because of the quantity of incoming tickets/mssgs vs agent capacity.

     

    -1
  • MatthewL

    Hi Barry Neary,

    Kudos for being an active PO,

    I would like to echo the sentiments here, both options are viable depending on situation. It would be great that we are able to switch up or down when required. It would give us the flexibility to manage operation better!

    As stated by Tim, our agents are still human after all.

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  • Jyl Shute

    We are using Live Chat and messaging.  Will Omnichannel work then for the messaging and emails, but not the Live Chats?  

    Can Live Chat co-exist with Omnichannel?  

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Jyl,

    If you have Agent Workspace with Messaging enabled, the Omnichannel feature is available for you and your Messaging tickets. You can only choose either "Messaging" or "Live Chat" to enable at a time, if you are using Messaging you cannot be on Live Chat too. 

    As long as Messaging is what you're currently using, Messaging tickets (or persistent conversations almost similar to live chat) comes with the Omnichannel feature. See Messaging vs. live chat.
    -1
  • Pedro Cassian

    When a customer has started a chat with an agent via messaging, and then does not reply for some hours and comes back, normally the chat is updated with the same agent to follow up, however sometimes they are offline or at lunch and the ticket is not reassigned to other available agents

    I'm wondering If we use omnichannel routing, if it could reassign these  tickets  to an agent that is online instead of the agent who previously had the chat with them and is now offline or out to lunch

    1
  • Barry Neary
    Zendesk Product Manager

    Hi Pedro Cassian

    Yes, this is a common request and we are working on the ability to reassign messages that reopen based on agent status - e.g. reassign back to group if agent isint offline

    Right now, a workaround is that agent bulk adds a tag to all their messages when they are finished their shift. Then have a trigger that has as a condidtion that if a message changes ticket status from solved, pending or on hold back to open AND has the tag then set assignee to NULL. The routing engine will then reassign the message to someone else in the group

    1
  • Irina Kurda

    Hi Barry Neary

    Yesterday we enabled omnichannel routing for the first time and were pleased with the experience. 
    But if there are not many tickets in the queue and agents' capacities are already full, I would like that an agent could take tickets as before from the accept button. 

    2
  • Barry Neary
    Zendesk Product Manager

    HI Irina Kurda

    Understood - alternatively the agent can look into a view that contains unassigned tickets and either play through them or manually open them and assign them to herself...

    -2
  • Slava Skorbezh

    Hi Barry Neary

    The only problem with unassigned tickets — you can not leave only Play button. If agents are allowed to manually open unassigned tickets they often try to pick up the easiest. I hope there are plans to add the ability to take more chats from the accept button.

    1
  • Trudy Slaght

    We trialed omnichannel routing for a day and turned it off. It seems like a major oversight that multiple channels will route to an agent at the same time. I had hoped this would resolve the issue with focus mode not working properly after enabling messaging, but it doesn't. Curious who on the product development team is able to both answer a phone call and perform verbal troubleshooting while providing sales support to chat customer simultaneously? (Seems like really basic functionality that just wasn't thought out.)

    Also very unhappy with inactive chats that came in overnight all dumping on the first person who logs in in the morning. 

    Lots of room for improvement here before this will be a useable feature.

    1
  • Travelwifi

    Hi,

    Can we expect to have the focus mode compatible with the omnichannel routing soon?

    Would that be possible to apply this omnichannel routing only for some brands or agents?

    Thanks

    Elsa

    0
  • Barry Neary
    Zendesk Product Manager

    Hi Travelwifi/Elisa

    Focus mode is on the roadmap - but at present its looking like Q2 next year.

    To confirm, you would like

    - only some agents to be automatically routed tickets

    - only tickets coming in under certain brands to be automically routed?

    0
  • Travelwifi

    Hi,

    I would need to only apply the rooting for tickets coming in under certain brands?

    Another Question. If a ticket (especially messaging ticket) was in status solved or pending and changes to open because the customer is contacting us again, and the agent who was handling the ticket is not online, is the ticket automatically reassigned to a new agent?

    Thanks

    Elsa

    0
  • Berkeley Electric Cooperative

    We just started using this today and I'd like to be able to see how many agents did not accept a chat when it was offered to them.  We are seeing a delay of 2-3 minutes before something is accepted by a rep, but I don't know if it's a flaw in the system or if it's happening because reps are not accepting the message and it's rolling to the next one.  How can I figure out which scenario we have going on?

    0
  • Irina Kurda

    I want to support the previous comment. Information about not accepted chats is very necessary thing. Now there is no understanding why one ticket is not assigned for 2 minutes, and the other is assigned in a couple of seconds

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  • Barry Neary
    Zendesk Product Manager

    Hi, we are planning to add further information to the ticket event log to show which agents were offered the message/call as well as how actually accepted it

    1
  • Kulin Joshi

    Hi Barry Neary,

    I configured Slack via messaging. Tickets created via Slack are not getting assigned to agents. 

    It does have the required tag and gets assigned to the relevant group, but do not get assigned to an agent. I do get the notification sound, but ticket do not get assigned. 

    Tickets created via other messaging channels like Web, Facebook and Twitter are getting assigned properly.

    I contacted the support team, they informed me that this is not supported. 

    Messaging is supported and Slack (part of messaging) is not supported, this is a bit confusing.

    Can you please check and share some clarification on this?

    Regards,

    Kulin

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  • jason seattle_gov

    Barry Neary Looking at the article you shared. I do not see that agents are notified the same way as a new chat for a group. We need agents to get the same audible & visual notifications for when a chat is transferred to their group as when a new chat comes in. Can you confirm this? Just to be clear, we need this for messaging. 

    0
  • Barry Neary
    Zendesk Product Manager

    Hi jason seattle_gov

    There is an issue currently with the audible alert which may be why your agents are not hearing it - this should be fixed by the end of the week. When in place, the button should flash and the audible alert sound

    Barry

    1
  • Irina Kurda

    Hi Barry Neary

    We've been using this feature for over a week now and have run into a problem we can't solve ourselves. 
    Some tickets are being routed to another group of agents. These tickets are not taken by agents right away, but after enabling omnichannel routing all these tickets started to be automatically assigned to agents. Is there any way to fix this?

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  • Barry Neary
    Zendesk Product Manager

    Hi Irina Kurda

    Are these tickets messaging tickets?

    Barry

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  • Irina Kurda

    Barry Neary

    Yes, these tickets are from the messaging channels

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  • Shan Xiong

    I am admin for zingbox.zendesk.com .  My "Get Help" button was broken.  I cannot file a zendesk product support ticket.   Anyone? 

    0

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