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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

“If you decide to order work by SLA breach times, all tickets with an SLA are prioritized over those without.”

 

Is that at a Queue level? i.e. would a ticket with no SLA in our Top Queue be assigned before a ticket with an SLA in our second queue?

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Barry Neary

Zendesk Product Manager

Hi D.Fitz , in the two queues mentioned, does one queue have a higher priority than the other? If so the higher priority queue would take precedence 

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Is the option to sort by SLA available on all accounts now? I saw that the rollout was supposed to finish yesterday, but I still don't have access.

From what was described in the article, it should be before the assignment method, correct?

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Barry Neary

Zendesk Product Manager

Hi Gabriela Manarim 

Order by SLA should be fully rolled out by end of today 12th Nov 2024. If you still dont see it tomorrow, can you let us know?

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Barry Neary Is there a way to set up “Reassignment of reopened tickets when the assigned agent is unavailable” rule differently for different groups? As for the first line of support we would like to reassign reopened tickets, but for the second line we would like to only reassign tickets in case the agent is on vacation or sick leave.

 

To summarize, ideally we would like to have such settings for this feature:
- different settings for different groups
- option to reassign reopened tickets only if the agent's status is “out of office” (as it was/is possible in a separate Out of office app, but I don't know how it works with omnichannel routing).

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Barry Neary

Zendesk Product Manager

Hi Viachaslau 

 

Currently a disconnection service will set the agent to offline if they close down their browser without logging out. We can turn that disconnection service and hence the agent will stay ‘out of office’ or whatever their last status was before closing browser. We currently dont have different reassign when reopened behaviours for different groups, but that is something we are looking at. 

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Barry Neary All right here! The SLA due date functionality is now available in my account. We were really looking forward to it.

 

I have a question: how do I ignore tickets from a group that an agent is a part of?

 

Context: We have a triage group where we separate tickets by topic, but each agent takes turns at an hour of the day. If I leave them in this group, tickets are assigned at any time, either because they enter the general queue or in a custom queue that I create with very low priority. Is there a way to control this?

 

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Barry Neary

Zendesk Product Manager

Hi Gabriela Manarim 

Could the agent change their status to ‘working triage’ when its their turn and have this custom status set up so they are offline for all channels?

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Hi Barry Neary That's a great idea, but that only solves the period when he is in triage.

The biggest impact is when he is in his normal routine (outside of triage) and because he is part of the triage group, cases come in between.

Furthermore, if I set it up for the agent to automatically accept, is there a way to prevent the ticket window from opening at the same time, and just have it assigned to him to follow up in a "my assigned cases" view?

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Barry Neary

Zendesk Product Manager

Hi Gabi, are you referring to automatucally accepting messages or email tickets?

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Hi Barry Neary :)
Exactly, the tickets are being assigned from all the groups that the agent belongs to. But I wanted to limit it to just a few. Is this possible?

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Barry Neary

Zendesk Product Manager

Unfortunately automoatic open is an account level setting, it cannot be switched on and off for certain groups

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Oh, what a pitty! This is critical for my operation, so I'm flagging it as feedback: being able to manage at the agent level which group they'll receive tickets from, even if they belong to multiple service groups.

This is something that makes me stick with the paid Round Robin tool instead of using Omnichannel for case assignment.

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Hi Barry - hoping you can help us with this routing TALK. 
Our goal is to get the calls to ring in the location they are coming from first, and then fall back to the second location.

 

We've setup 2 queues, one for location A and B.

Set triggers to add the tag location A or B based on the area code of the caller.

 

When calls come in, the tag is added and presumably hit the Queues in order. 

 

1. TALK Settings - I've had an omni_routing tag as part of the IVR setup - is this required?

2. Routing Configuration - I've added a Round Robin (I don't want the calls based on capacity)

 

 

Am I missing something here?

 

Calls coming in ARE getting the queues and ringing the right group - but we received 100 calls today and only ONE agent in each group was getting all the calls. What am I missing?

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hello Barry Neary 

I've been told by zendesk support that I can exclude some brands from omnichannel routing in Messaging Channel.

On my side I thought this was just possible for email/web form tickets, for which I just have to not add the routing tag.

 

Please confirm if it's also the case for Messaging, or if Messaging is automatically included in OCR like Talk channel for example

Thank you

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Barry Neary

Zendesk Product Manager

Hi Max

You could create different routing queues for different brands (using queue conditions) and then for the brands that you dont want messages directly assigned to agents, allocate an empty group to that routing queue. In this way if a message belongs to a brand that you dont want to use OCR for, the message will go into that brand queue and because there are no agents in the empty group , the message wlll just appear on a view.

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Barry Neary , regarding the previous question about using skills, I wouldn't be able to control that assignment, or does the fact that an agent belongs to a group make them receive tickets from it anyway?

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Barry Neary

Zendesk Product Manager

Hi Gabriela Manarim 

 

No, I meant that in the skills UI, you can go into the assign skill to agent page and then select a group to manually assign a skill to all the agents in that group

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Jahn

Zendesk LuminaryCommunity Moderator

Hello Barry Neary Jacquelyn Brewer - I was just being made aware that once the messaging session has been ended the ticket will be treated already as “email” and no longer messaging which is understandable but the challenge here is if the original agent/assignee of the ended messaging ticket go offline or away, Zendesk automatically removed the assignee and placing the ticket back to the group and per the Zendesk agent I spoke with, ticket will no longer be automatically reassign to any online agent within the group.

Is there a way that we can automatically reassign those ended messaging tickets that is now treated as email to be automatically get assign to an available agent with capacity? 

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Jahn i reported the same issue on another thread today. Unfortunately there have been a few hiccups with the rollout of the stop messaging feature. 

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