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Managing your omnichannel routing configuration



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Jan 23, 2025


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140 comments

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Barry Neary

Zendesk Product Manager

Hi Bobby Koch

Third party telephony solutions are not integrate with omnichannel routing yet - there are APIs to read and write the agent status which could be used by a 3rd party solution, but full integration is likely to happen next year

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Messages are no longer being routed and not sure where they are going. No option to accept a chat in conversations.

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Barry Neary

Zendesk Product Manager

Hi Christine

Can you create a support ticket for your issue and we can check on what the issue is?

 

Barry

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Where do we enable this? I am trying to test it yet I can see no reference to Omnichannel routing anywhere in our instance. 

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Rob Stack

Zendesk Documentation Team

Hi Liam Kelly. Omnichannel routing has the following requirements:

  • The Agent Workspace must be activated for your account.
  • If your account has a Chat subscription, native messaging or Sunshine Conversations must also be activated.
  • You can't be using live chat.

If you meet these requirements and still don't see omnichannel routing, please open a ticket, and we'll investigate.

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This article states that Skilled-Based Routing is available to Professional plans (non-suite). Can you confirm this? I am on enterprise but do not have the ability to modify routing or add skill based, as far as I can tell.

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Barry Neary

Zendesk Product Manager

Yes, if you have support Prof  or above you should see a Skill section in your Admin centre

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Hi Barry,

Can you bring some light to my open questions, please?

1.) When setting a direct assignment to Agents via Trigger and without auto-routing tag, does it count in capacity rules, or does everything need to run through the tag engine to count?

2.) If an Agent is on sick leave or vacation and has open tickets but stays "offline," when / how will a re-assignment happen?

3.) In case no Agent "pick" items, and everyone is on the limit, can we pressure the tickets to the Agents to speed them up, or can only increasing capacity help here?

4.) We look into sorting it based on country, i.e., German in a Trigger condition and group "German" in case German Team is busy. How can I build an overflow scenario for the English team?

5.) Our 100K Orgs are sorted on pre-prior already, so all "high value" changed by Ticket Creation to "Critical", where less urgent Organisation by the trigger to "Medium / High" and without Org is "Low", how can I combine this concept into Omni Channel Trigger, without rebuild and need 3 / 4 Priority trigger? We usually rework this by Automation "after assignment" and adjust SLA to right level (which confuse with Omni Assignment)

6.) Does I see the queue somewhere, how much backlog we have?

 

Thanks.

Kind Regards,

Tobias

 

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Joyce

Zendesk Customer Care

Hello Tobias,
 
Kindly see my answers to your questions in bullets:
 
1.) When setting a direct assignment to Agents via Trigger and without auto-routing tag, does it count in capacity rules, or does everything need to run through the tag engine to count?
  • Triggers are used to assign the tickets to groups, assign a ticket priority, and add a routing tag to the ticket. Auto-routing tag is required for email tickets to be routed and must be added to your trigger. The tag isn’t required for messages or calls because they are automatically routed to an available agent. You can also check the topic Turning on omnichannel routing in this article for more information.
 
2.) If an Agent is on sick leave or vacation and has open tickets but stays "offline," when / how will a re-assignment happen?
  • Omnichannel reassignment rule only applies on the initial assignment that is not accepted within a specific time frame. This will not work on tickets that has already been assigned. You may consider installing the Out of Office app which enables automatic unassignment of agent's open tickets when their status is changed to unavailable.
 
3.) In case no Agent "pick" items, and everyone is on the limit, can we pressure the tickets to the Agents to speed them up, or can only increasing capacity help here?
  • There's no setting that will allow you to send a note or pressure the agent to speed up on their working tickets. You can either increase the capacity of the agent or force them to manually assign themselves work in excess of the limits you specify.
 
4.) We look into sorting it based on country, i.e., German in a Trigger condition and group "German" in case German Team is busy. How can I build an overflow scenario for the English team?
  • Automatic reassignment of overflow tickets to another group is not possible as when you create a routing trigger, you will specify the group, priority and the auto-routing tag (for email only). In the event wherein agent within the assigned group failed to pick up the ticket, you may need to do manual ticket group reassignment in order for the tickets to be offered to another group. 
 
Hope this helps.

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Barry Neary

Zendesk Product Manager

Hi Ahmed Zaid (cc: Prakruti Hindia)

Yes, you are correct in that by treating inactive messages the same as active they will continue to take up capacity until the agent manually set the messaging ticket status to Pending, On Hold or Solved. 

To confirm what you would ideally like :

1) Messages in the queue that are unassigned would be assigned and take up capacity independent of whether they are active or inactive

2) Once assigned, there would be the concept of inactivity, whereby if there was no conversation on the message for a certain period of time , the capacity would be released?

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Is there a way to include text/SMS tickets in routing? Looks like it's not listed under any of the existing categories and I see someone above was saying they couldn't get SMS tickets to route.

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Barry Neary

Zendesk Product Manager

Hi Kyle, would you like SMS/texts to be treated like email tickets, or are they more like a back and forward messaging conversation?

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Hi Barry Neary!

Ideally we could have SMS treated like a live messaging ticket! But even just routing them like a regular email ticket would still be very helpful :)

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+1 to Kyle K.- we would also like to treat them as messaging tickets. We're actually in the process of adding Twilio SMS through SunCo partly as a way to overcome this limitation.

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Is it possible to have 'major' brands and 'minor' brands so that the tickets for the major brands are assigned first and then minor brands are assigned once the major brand queues are empty?

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Nora You can use triggers to set a higher priority on your major brands. Omnichannel will distribute those higher priority ones first.

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Small point of feedback: it's unclear from this doc and from routing settings what "Turn on messaging activity routing" actually does.

There's no real definition of "activity" and I had to hunt to find this announcement to discover why my agents were getting assigned so many chats over their capacity limits: https://support.zendesk.com/hc/en-us/articles/5785684459418-announcing-assignment-and-capacity-management-for-messaging

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Barry Neary

Zendesk Product Manager

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Hi Barry,

I do not know if Omnichannel routing can be set up to route to the Tier 1 group AND then to Tier 2 group if Tier 1 group further escalates the ticket. If the Tier 1 group cannot fix the issue then Tier 1 group sends it to Tier 2 group.  Can omnichannel be set up to route to Tier 1 AND then Tier 2? We do not want Tier 1 to cherry pick who to assign the ticket to in Tier 2.  Omnichannel routing should assign an available agent in Tier 2 the ticket if Tier 1 need to further escalate it.  How can this be set up? I can set up a trigger to route the ticket to Tier 1 (add the auto-routing tag to tickets and then assign to Tier 1 group).  But unsure how to set up trigger to assign an agent in Tier 2 if Tier 1 cannot solve the ticket.

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Barry Neary

Zendesk Product Manager

Hi Uyen

We are addressing this issue by introducing Routing Queues later this year, but for now the two ways of handling this:

1) Initially route to Tier one and then allow agents to manually reassign to Tier Two group if they cannot handle this (although this can lead to cherry picking as you mentioned)

2) Have an automation run every hour that automatically reassigns all open Tier One tickets if they are still open after X mins or hrs

 

Barry 

 

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Hi Barry Neary

Do you know when the Routing Queue will be available? We plan to subscribe to a third party vendor rather than use Zendesk's Omnichannel feature given the feature does not meet our needs.  However, if the Routing Queue will be rolled out soon then we can hold off subscribing to the third party vendor.

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Hi! We have enabled omnichannel routing and it has been working. However recently I have noticed that when my agents use the OOO app and have all their tickets placed back into the queue, omnichannel routing is not assigning those tickets out to be worked and they just sit in the "all unassigned" view. I don't want to enable the reassign timeout with offline status because that wont work with our other workflows. I just want tickets placed back into the all unassigned from the OOO app to be assigned. Thanks!

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Barry Neary

Zendesk Product Manager

Hi Uyen Nguyen

Late Q4 or Q1 is the current timeline

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Barry Neary

Zendesk Product Manager

Hi Brighton

If there are support tickets, then they would need to have the autorouting tag attached and be assigned to a group in order to be reassigned to another agent, is that the case?

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Hi Barry,

Yes they have the tag, group and priority assigned.

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Brighton

Is it E-Mail or Web Form tickets? Voice / Helpcenter isn´t supported yet.

Make sure to "close" the Agent Workspace Tab and reopen it, as this sometimes does not show "real assignee". 

I can offer you also a look as we have similar setup in our instance if you like ping me in Skype: tagio1989

 

 

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Barry Neary

Zendesk Product Manager

Hi Brighton

Normally we recommend that the OOO app is not used with omnichannel routing, but if you really need it could you raise a ticket with our support team and they can take a look?

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Is there a way within messaging to automatically respond to new chats that there may be a delay in response during business hours due to higher than normal volume when all online agent are at capacity?

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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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