Omnichannel routing enables you to prioritize and route work items, including calls, to the best agent based on their availability and capacity. You can also use triggers, tags, and ticket fields to make changes to the destination groups and priorities. Agents can also set a single unified status across multiple Zendesk channels (Support, Talk, and Messaging).
If you’re new to omnichannel routing, start by reading About omnichannel routing with unified agent status.
Benefits to using omnichannel routing for calls
Examples of popular use cases that can be addressed include:
- Prioritize calls for VIP or Gold customers
- Route calls based on the country code of callers to specific groups
- Certain calls should be answered by a specified group of agents
Additional benefits include:
Ability to view tickets for calls still waiting in the queue within Support views: Currently, a call ticket gets created when an agent has picked up the call. With omnichannel routing, call tickets are created when a call goes into the queue, giving an opportunity to view details about the waiting call. This allows you to set up a view in Support to show only call tickets.
Ability to prioritize calls: Instead of first-in-first-out, calls can be routed based on priority (Professional and Enterprise plans only).
Ability to run triggers on incoming calls: Since tickets are created when a call goes into the queue, triggers can be run on them at that time, for example to change the priority or destination group.
- Route calls to agents more than once: Currently, if an agent misses a call once, the same call is not offered to the agent again, leading to missed calls or calls going to voicemail even if agents are available. With omnichannel routing, the call will keep being offered to available agents in a round-robin fashion until the maximum queue waiting time expires.
Zendesk Suite: Available for all plans (prioritization of calls is available only for Professional and Enterprise plans)
Talk plans: Available for Team, Professional, and Enterprise plans (prioritization of calls is available only for Professional and Enterprise plans)
Limitations of Talk with omnichannel routing
- Since omnichannel routing can only route calls to a single group, you cannot have
multiple fallback groups. The primary group selected during Talk setup is the only group
for call routing. You can still configure different groups for different lines. And if
you’re using IVR, you can still configure different groups for different keypresses. But
the ability to configure multiple fallback groups on a single keypress or phone line is
not available. The following screenshot shows the change:
- Omnichannel routing does not support focus mode.
- Because tickets are created for all calls, the setting “Create tickets for abandoned
calls” is no longer available, and tickets are always created for abandoned calls. Tip: You can create a workflow to automatically close tickets created for abandoned calls.
- When using priority phone numbers in Talk, call tickets are given High priority instead of calls going straight to the top of the queue.
- If call forwarding is enabled and the status of an agent is automatically set to offline because the agent has been disconnected, calls to that agent will no longer be forwarded to the agent’s phone.
- The ability to change a Talk agent’s status from the Talk dashboard, mobile apps, or by using the Talk APIs isn't supported. Integrations that use Talk APIs to change agent statuses might also be impacted.
Understanding the call flow for Talk in omnichannel routing
This section contains an example of a call using triggers, tags, and ticket fields to prioritize calls for VIP customers and transfer them to the billing group.
Before you proceed, it's important to understand the changes to the ticket creation process.
Currently, a support ticket for a call gets created when the agent picks up the call. With omnichannel routing, the support ticket for the call is created at the point it goes into the queue, meaning you can run triggers on the call ticket before the call is answered.
Using the triggers, you can prioritize and assign a group to the ticket and route the call as shown in the following example.
- For each VIP customer you want, go to their end user profile and add the VIP tag as
shown in the following screenshot. You can use any tag name you want instead of
Now, any ticket that gets created by the end user you configured will always contain the VIP tag. For more help with tags, see Adding tags to users and organizations.
- Set up a trigger to automatically assign a priority of Urgent and add the
Billing group to any Talk tickets opened by a VIP customer. Assigning the
ticket to a group enables you to route the call to the correct place. Create your
trigger with the conditions and actions shown in the following screenshot:
Now, any tickets created by end users from a call and containing the VIP tag will automatically be added to the Billing group and given Urgent priority.
For help creating triggers, see Creating triggers for automatic ticket updates and notifications.
Using views to identify callers waiting in the phone queue
Because the ticket is created earlier in the flow of call routing (as soon as the call enters the queue), with omnichannel routing you can set up a view in Support to see tickets from callers still waiting in the queue. Here is an example of view conditions that can help you see the call tickets that were created in the past hour. This will also contain the calls that are still in the queue to be answered.