Announcing the Agent Availability API EAP

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4 Comments

  • Rafael Santos
    User Group Leader

    Great news! Been waiting to have this for a while 🙌
    It's a must have for us to start using the new Omnichannel routing engine.

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Rafael, we hope you will benefit from the new APIs! Please feel free to share your feedback in the community once you've start experiencing them.

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  • 이지훈(Lee jihoon)

    I have been testing the Agent availability API as soon as it was released. My main concern is the fairness of the ticket assignment system in omnichannel routing. 

    Clear predictions were needed on which agent would be assigned a ticket when Omni Channel tickets are automatically distributed among agents. All agents reasonably want to receive ticket assignments, but personal bias can always be a headache.

    "Why did I get so many tickets right after solving one, while my next agent received one an hour ago?"

    Anyone can have such complaints.

    So I tested the Agent availability API to see if such predictions were possible, but some were successful and some were not. 

    I heard that tickets are first assigned to agents who have not been assigned a ticket for the longest time. So, I checked with the Agent availability API to find out which agent that would be.

    If three agents have received tickets and currently have them as "work_items", I can predict who will take the next ticket by checking the "added_at" of the ticket they currently have and finding out who received the ticket last. 
    However, if all three agents have resolved all their tickets and have no work_items, their "added_at" is unknown. Therefore, no one can predict who the next ticket will be assigned to among the three agents.

    I believe that this API should be able to predict who will be the owner of the next ticket, and it needs to be improved accordingly.

    For example, if there is a value of "agent_last_assigned_at: 2023-04-28T04:00:41.938542002Z" in data.attributes, it would be sufficient. 
    This value is updated every time the agent receives a ticket assignment. 
    With this information, it would be possible to determine who the winner of the next ticket is simply by looking at this value.

    I sincerely hope that this value will be added to the API as I suggest.
    Thank you.

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  • Volkan Akdugan
    Zendesk Product Manager

    Thanks for the feedback, 이지훈(Lee jihoon). Could you please elaborate on the use cases you are trying to achieve?

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