|Announced on||Rollout starts||Rollout ends|
|August 15, 2022||August 15, 2022||August 19, 2022|
We’re excited to announce the beta release of omnichannel routing. The beta enables you to direct tickets and messages to team members based on their availability, capacity, and the ticket priority. Using omnichannel routing means that the highest priority tickets are assigned to the agents who are most available to work on them. This provides the following benefits:
- Tickets are responded to faster
- You can prioritize work from high-value customers
- Agents are automatically assigned tickets and don’t have to go looking for them
- Agents can’t ‘cherry pick’ the tickets they want to work on
- Agents can work on multiple ticket channels at once
Additionally, you can define capacity rules that help you limit the amount of work that’s assigned to an agent at any one time.
Finally, the beta includes custom agent statuses that let you expand on the default statuses of Online, Away, Transfers only, and Offline to enable you to define as many agent statuses as would want such as “In a meeting” or “Out to lunch”
When can I start using this?
Omnichannel routing is available to accounts with the Agent Workspace enabled. Additionally, if your account has a chat subscription then messaging or sunshine conversations need to be enabled. See the dates at the top of this announcement to understand the time frame for rolling out to each account. You’ll find these new features in the Admin Center under the Omnichannel routing heading.
Want to learn more?
We’ve put together a set of docs to help you use omnichannel routing. To get started, read About omnichannel routing.