Managing your omnichannel routing configuration

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94 Comments

  • Emma Nightingale

    We would like to use omni channel routing but only for one of our teams. 

    How would we set this up.

    We can't see anywhere we we can actually dictate the rules for omnichannel routing to be applied. 

    We also can't see how the tag we have set on tickets is picked up by the omni channel routing. 

    For example we want all tickets with a tag of Omniemail, a certain phone number and a certain messaging channel to be included in omnichannel routing. But we want all other tickets to route as they do now. 

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  • Barry Neary
    Zendesk Product Manager

    Hi Emma Nightingale

    Are you referring just to messaging tickets? If you dont want them all to be routed directly to an agent, then you could assign specific messages to an empty group and allow agents to manually go to a view for that group and assign messages to themselves

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  • Emma Nightingale

    Barry Neary We want to only have omnichannel routing in place for one of our service teams who deal with phones, messaging and email. Our other teams we want to still take work in the same way they do now. There is no where in the omni channel set up that allows you to actually give rules as to which tickets you want it to apply to that I can see.

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  • Barry Neary
    Zendesk Product Manager

    Hi Emma Nightingale

    For email, simply by not adding the auto routing tag to tickets you dont want routed, those tickets will appear in views as before and agents can pull them from these views

    Presumably messages and calls are routed directly to agent with or without omnichannel routing switched on?

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  • Emma Nightingale

    Barry Neary I'm sorry I don't understand how Zendesk is going to know to only route the emails with the tag as there is no "omni channel" setting in triggers, the instructions just state to add a tag. And how we route only the number and messaging groups we want to?

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  • Barry Neary
    Zendesk Product Manager

    Hi Emma Nightingale

    If you have a trigger that has an action 'assign it to group A' and you want tickets to be auto routed in that group then have a second action 'add auto_routing tag'. 

    For example we want all tickets with a tag of Omniemail, a certain phone number and a certain messaging channel to be included in omnichannel routing. But we want all other tickets to route as they do now. 

    All calls and messages are auto routed, you only need to add auto routing tag if the ticket is email, webform or API

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  • Emma Nightingale

    We are starting to get to grips with this now but we are having an issue with Messaging. The agent gets the notification of a new message but they are not able to "take" the ticket, there is a message that says "only the assigned person can reply to this message" but it is only assigned to a group not a person? Anyone else experienced this?

     

    We also can not understand how to work messaging so that the agents are only ever served 2 new messaging tickets (customers that are live on chat) however if we set the limit to 2 old messaging tickets are not assigned to the agent when the customer replies.

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  • Barry Neary
    Zendesk Product Manager

    Hi Emma Nightingale

    Have you message activity routing switched on?

    Barry

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  • Kris Parker

    Is there a way to report on tickets offered to agents through Omnichannel routing, but not accepted?

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  • Barry Neary
    Zendesk Product Manager

    Hi Kris Parker

    We do plan on adding that report to Explore in Q1

    Barry

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  • Ariya

    I cant make a omnichannel routing in Facebook Messenger Channel (Facebook Private Message)

    I mean the tickets is not auto assigned to agent who has online status.

    ----

    Can I know the list of channels that cannot use omnichannel routing?

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  • Barry Neary
    Zendesk Product Manager

    Hi

    There is a table on this page that (if you scroll across) has the omnichannel routing channel associated with the 'via type'. Facebook Post is considered 'email' by the routing engine, where as FB private message is not

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  • Ariya

    Hi Barry Neary

     

    So if there is nothing in the omnichannel routing column (null/blank), that channel cannot use omnichannel routing? (cannot be automatically assigned to an agent)

    This pic is from the link you gave:

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  • Barry Neary
    Zendesk Product Manager

    Yes, correct.....

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  • Barry Neary
    Zendesk Product Manager

    Hi Viachaslau Skorbezh

    We dont have any plans to implement hybrid mode in OCR, but agents can always pick messages off a view and assign it to themselves, even if they are at maximum capacity

    Barry

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  • Viachaslau Skorbezh

    Barry Neary I know that agents can always pick messages off a view and assign it to themselves, but they say it’s very inconvenient. So we have a modern feature “omnichannel routing” where we have to assign chats the old fashioned way 🧐?  Why don't you have these plans? This feature is in the Legacy chat and if you check how many customers were using it, I bet the percentage would be impressive.  

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  • Stephen

    Hi,

    Are there plans to allow for multiple routing configurations that may only apply to individual sets of Agents (either select based on Group or selected similar to assigning capacity rules)?

    I ask because, it is becoming clear to me that the routing configuration for one team is not equal to the routing configuration needed by a second team.

    For example, we want different reassignment for re-opened tickets settings. Similarly, we would like to have different Skills Based routing settings for different teams.

    Related to this is the Idle Timeout - it being bound across all teams does not work for us at all. Having this rolled into the configuration would help alot.

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  • Barry Neary
    Zendesk Product Manager

    Hi Stephen

    Yes, its on the roadmap to have mulitle routing configuration which would enable to have different settings for different queues and teams.

    No ETA at present....

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  • karankuwarbidxb

    Presently, if I have an agent with skill 'Poland' he is being assigned tickets with this skill plus if there are tickets with no skill.

     

    I want them to only attend to tickets matching there skill even if there's no other person for rest of the tickets.

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  • Stephen

    Hi Barry, sounds great - appreciate the feedback.

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  • Nick S

    Note: Before agents can be considered for assignment after a skills timeout occurs, one of the following events must occur: agent status changed, agent capacity changed, the agent's group assignment changed, or the agent's maximum capacity changed.

    Interested if anybody has solutions or workarounds to address the above note (specifically in regards to Messaging)? 

    We're seeing instances where nobody with specific skills are available and the skill timeout occurs, but the ticket remains unrouted even when there are available agents with capacity.

    As a current workaround we're getting agents to either a) move themselves offline and back online when they notice messaging conversations are not routing, or b) manually taking a ticket from the view. Both of these workarounds go against the nature of omnichannel routing where agents are needing to do something to be allocated work. 

    Open to any suggestions or workarounds that anybody may have. 

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  • Tobias Hermanns

    Hi Nick S Nick S

    We have the same issue and received the same answer. Our only decision was to disable Skill Routing unless this is fixed, as it´s useless otherwise.

    Our Omni Channel Talk Calls were stuck for 60 minutes in queue, as several English Backup persons were "Online" and "keep Online" waiting for calls. If it doesn´t ring, they will not change it, they working on E-Mail tickets or doing other stuff. 

    And people waiting for Skill Agents are complaining, about why calls are never answered.

    We tried many things, but the only solution so far is to not prioritize such work unless Omni Channel and Talk Integration work better.

    Also that Omni Channel can´t automatically route Callback / Voicemail or Missed Calls during Creation or Out of office to other Agents is a high needed limitation for us.

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  • Nick S

    Thanks for your response Tobias Hermanns - I think we'll need to do the same and disable skill based routing until fixed. I'll monitor this thread for any updates as to when we can turn it back on (as it is incredibly helpful to route certain Messaging conversations to certain people). 

    Thankfully we don't need to consider Talk for our Omnichannel Routing usage. 

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  • Zach Gilbert

    Is anyone else seeing inconsistent messaging experience? In some cases I’m seeing a 30s delay for a messaging ticket to be offered to my reps, some cases 2min, and other cases the chat is not offered to any agents. At times this is happening when some agents have no open tickets.

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  • Viachaslau Skorbezh

    Hi Zach Gilbert. Are you using skills? We saw similar behavior when we tried to use them. There were complaints about this feature somewhere in the community. 

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  • Barry Neary
    Zendesk Product Manager

    Hi Zach

    If you are not using skills and still seeing an issue, please raise a ticket with our customer care people and include some example ticket ids and we can look into it

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  • Zach Gilbert

    Not using any skills. I do have a ticket open, but it’s taking a bit longer to get resolved than I would like and it’s having an impact in our ability to help customers.

    As I was doing my own troubleshooting I started adding my omni routing tag to chats. Which didn’t help. But I’ve been told that is why I’m having this issue. I was also told to turn on the feature where it allows the system to use active and inactive chats. Which I don’t want to do. I was also told that it’s most likely happening because the chat is going inactive before it’s offered to an agent, which isn’t true as I personally tested chats and sat there waiting.

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  • Zach Gilbert

    It’s also inconsistent in how long it is until the ticket is offered to agents.

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  • Barry Neary
    Zendesk Product Manager

    You definitely dont need to add the auto routing tag to a message. Can you create a customer care ticket and we can look into it?

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