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Workflow: Using skills in omnichannel routing to overflow calls to other agents



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Nov 11, 2024


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Hi Jacquelyn Brewer,

I have tried to do all the above, but still have some flaws in it. If we implement it, and a customer calls in, when only agents without the skill is available, the call doesn't go through to any agents. First when an agent with the skill goes online, or an agent without the skill goes online after the timeout has passed, it gets routed to a person.

So if a customer is calling while we have 2 agents available (both without the skill needed), this call ends in a queue without anybody being able to answer the call at any time. Not even after the timeout has passed they will receive the call - they kind of have to "tell" the system that they are available, by going to a different status and then online again and then they receive the call (this works only after timeout has passed).

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I think I have the same issue here. 

We have 2 provinces working on the support side, so we want the calls to route to the right province first before failing over.

For whatever reason, the callers spend more time listening to the hold music than our actual agents ringing. (During our test, we could see a user in queue, but no agents were ringing)

Interested to see what's causing this and how others are making due.

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Jacquelyn Brewer

Zendesk Documentation Team

TrackMan A/S and Jason V Thanks for this feedback. I've passed it along to the Product Manager. 

Please note that in all cases of skills timing out, agents must take some action so the system reevaluates their availability as eligible to receive the ticket. This is documented in Managing your omnichannel routing configuration, but I've also copied over the note for inclusion in this article. I hope this helps.

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