Managing your operations with Routing and Live Reporting

The Zendesk Community took a deeper dive into the new and advanced Routing and Live Agent Reporting capabilities. Joined by our panel of experts who shared an overview of the benefits of these new features while presenting a better understanding of how they intertwine with other Zendesk routing capabilities.

Video Recording

Questions from the Q&A

Q: Can Messaging Tickets be "re-queued" to push to an agent?

A: Yes, just set the assignee to be NULL either manually or through a trigger, and as long as there is an assigned group, it will be automatically routed within that group.

Q: Can I hide unutilized channels from the live reports?

A: You can't in the Live pre-canned dashboard - however you can clone and modify the pre-canned to suit your own needs. I can show a demo of this.

Q: Now, an inactive ticket is considered after 10 minutes. What settings can be applied so that these tickets take up space in the agent's set volume?

A: At present, when a message goes inactive after 10 mins, it doesn't take up capacity. So if the msg is in the queue, it will be assigned without the Accept button flashing and without the capacity taking up capacity, I the msg is already assigned, when it goes inactive, it will free up the agent's capacity.
We are looking at alternative ways of handling this - including offering the option that active and inactive messages are treated the same.

Q: Clarification on the volume limits for routing email tickets would be helpful. Does it include the tickets assigned to the agent that they are not actively working on?

A: Only tickets with Open status will take up capacity. If the agent is not actively working a ticket, they should set it to Pending or On Hold.

Q: Are routing and live reporting customizable by brand or country in one instance?

A: Brand is only available on Live reporting for our Support Channel (tickets) in Explore.

Q: Any Recommendations on how to handle legacy chat 3 and 4 with chat routing?

A: Omnichannel routing customers must have agent workspace enabled, and if they have chat, they must have messaging enabled.

Q: How can I use live reporting to assist my agents in their efficiency better?

A: The Live Reporting metrics and Dashboard come with the ability to see where your agents are, what they are working on, and whether they have the free capacity and could take additional work or are at capacity, and Supervisors can dig in there and see why they are struggling to stay on top of their work.

Q: Are there any hurdles companies have had to overcome to implement this successfully?

A: Most of the change is on the support ticket side - agents are used to pulling tickets from view rather than being pushed tickets. You probably already have triggers that assign tickets to groups, you just need to add the autorouting tag as an extra action and optionally priority.

Q: Does advanced routing substitute the use of skills? Or complement it?

A: We are planning to add skills as other criteria - expect this in early 2023.

Q: I'm very interested to understand more about Advanced Routing and how this can help fix existing limitations with Skills-Based Routing.

A: We plan on introducing changes to skills that will enable them to be set post-ticket creation.

Q: What is the best approach for chat routing if you have several departments and different skills in each department (language)?

A: If you use Messaging, you will be able to use skills with omnichannel routing to match the right ticket with the right agent.

Q: What is the best approach for chat routing if you have several departments and different skills in each department (language)?

A: If you use Messaging, you will be able to use skills with omnichannel routing to match the right ticket with the right agent.

Resources from the event

Presentation Material: 

Event Slide Deck