Omnichannel routing is enabled on my account with capacity rules. When my agents go online they automatically get assigned more tickets than their capacity allows. Why does this happen?
The limit of a capacity rule controls the number of active messaging tickets that can be assigned to an agent at one time. Inactive messaging tickets are not counted toward the capacity limit and will still be assigned to available agents. Messaging tickets become inactive when an end-user's reply hasn't been received after 10 minutes. For more details, see the article: Creating capacity rules to balance agent workloads.
If your Web Widget Bot is configured to allow end-users to be transferred to an agent at any time in the day but you do not offer 24-hour support, your account can quickly accumulate inactive messaging tickets. The inactive tickets will be automatically assigned to the next agent that comes online. To help avoid agents from getting assigned inactive messaging tickets at once, Zendesk recommends creating a schedule and adding the business hours condition step in your bot flow. The business hours condition will limit when messaging tickets are created based on your schedule.
So If the support is available from 7am till 7.30pm and we have a business schedule set for that, but the agents are still getting massive numbers of "inactive tickets" assigned to them - what's the best way of limiting the number of these queries being assigned to agents?
I can see that a colleague is already helping you with regard to your inquiry about ticket routing. Rest assured that we'll do our best to help troubleshoot this issue!
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