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Understanding how omnichannel routing uses queues to route work to agents



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Nov 06, 2024


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107 comments

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Barry Neary

Zendesk Product Manager

HI Michael Locurcio 

 

You could turn on auto assign for messaging, so from an agent perspective they dont see Accept button flashing for messagings, they are directly assigned just like emails.

 

If you setup a queue and have the queue conditions be such that both messages and email tickets go into the queue, then assuming all the tickets have the same ticket priority, they will assigned out based on date created - i.e. whichever ticket is the oldest will be assigned first independent of whether its a message or email.

 

Of if you want, you can have queues based on the custom field support package they paid for. Then you can prioritize the queues. So for example:

- Support package 1 tickets are higher priority than support packakge two

- Create two queues, one for support package 1 tickets and the other for support package 2

- Set the priority of support package 1  queue to be higher than support package 2

- if both queues are allocated to the same group, that group will receive support package 1 tickets first until there are no more left, then they will receive support package 2 tickets

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Hey Barry, 

 

So queues solved our talk issue where calls can now be routed to the right office. 

That being said we're noticing its hurting our ability to respond to messages as they get buried in our work loads and we don't respond in a timely enough matter.

 

1. Do queues only work with OCR turned on?

2. if so, is there a way we can retain a flashing accept button with OCR?

 

In an ideal instance:

- Talk - can be routed to the right groups based on region and queues

- Messaging - can be more broadcasted where agents can pick them up in a timely matter

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Hi Barry Neary  - Your scenario is exactly as I want it to work. 

Of if you want, you can have queues based on the custom field support package they paid for. Then you can prioritize the queues. So for example:

- Support package 1 tickets are higher priority than support packakge two

- Create two queues, one for support package 1 tickets and the other for support package 2

- Set the priority of support package 1  queue to be higher than support package 2

- if both queues are allocated to the same group, that group will receive support package 1 tickets first until there are no more left, then they will receive support package 2 tickets

In my Routing configuration, I have auto accept set to ON, is that the same as Auto Assign? 

 

What is happening is that the Messaging ticket doesn't require pressing Accept, but it does open the ticket and flash on the screen. Is that the expected behavior? Is that what is supposed to be happening for email tickets too or is it just via views that an agent sees they have work to do. 

 

Thanks!

 

-Michael

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Hi Barry Neary 

what will happen when an agent don't work on an assigned (email) ticket?

I tested it and it don't get reassigned. We want that when an agent don't do anything on the ticket, it will go back to the queue and will be reassigned.

 

Do we need to setup an automation for this?

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Barry Neary

Zendesk Product Manager

HI Michael Locurcio 

 

In my Routing configuration, I have auto accept set to ON, is that the same as Auto Assign?  Yes

 

The behaviour you describe for messaging is expected. For email, they are directly assigned with notifying the agent, but we are working on a feature to have email notify the agent in the same way messages do when you have auto accept on.

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Barry Neary

Zendesk Product Manager

Hi Johannes Garske 

 

Yes, an automation is probably best. You could use ‘hours since assignee update’ as a condition and have the action be to set the assignee to null or to another group

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Hi Barry Neary 

Once the OCR is activated, we see in the Talk console a routing field for each number, to assign calls to a group.

I guess then the calls go to a standard queue.

But what's happening if I set up as well custom queues for calls ?
Are my calls gonna be routed to the group I specified on Talk console or Custom Queues overread this configuration ?

Thank you for clarifying

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Barry Neary

Zendesk Product Manager

Hi Layla Atayeva 

 

Have you considered using focus mode? This feature will prevent message being assigned to agents if they are on a call, and vice versa.

 

So if you have queues set up (priority calls > standard calls > messaging conversations in that order of priority), then when an agent doesnt have any active messages assigned to them they will receive calls, either from priority or standard call queues. They will continue to receive calls from these queues and wont receive any messages until there are no calls left in the queue (due to focus mode).

 

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Hi Barry Neary wanted to bump up my ask in case it was missed. I see a lot of discussion here about how to disable flashing messaging accept button - but I need that functionatlity. 

I understand broadcasting chats are not suported with OCR, but I can't figure out how to get messages to be more prevalent other than creating a view where we go in to pick. 

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Hi Barry Neary

 

I should have clarified in my original question, but yes I do have focus mode enabled.  

 

I thought the issue was that we had 2 capacity set, so when they finished a message and had capacity for one more they would receive another message since they were not eligible for a call. Which ideally it would not assign a second message if there are calls in queue, but changing capacity to 1 we still have the same issue.

 

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Barry Neary

Zendesk Product Manager

Hi Layla Atayeva 

 

Could you have two groups - one for calls and one for messages. The call queues would have the call group as the primary and the message group as the secondary. Then the message queue (which has the lowest queue priority) would have the message group.

So if the call group gets overwhelmed with calls, they would overflow to message group (with focus mode turned off)?

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Barry Neary 

 

Is there any way to achieve this without turning off focus mode? I hesitate to put agents in a situation where they have both messaging and call tickets. We already have messaging and call groups as well since while all agents take messaging tickets, not all take calls. But I haven't been able to successfully make this routing work for us without back logging phones. 

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Barry Neary  https://support.zendesk.com/hc/en-us/articles/6712096584090/comments/6960337987226 Sorting a queue by nearest time to SLA breach is important to us as well.

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Hi Barry Neary

 

Based on your comment above I'm setting up an automation to unassign tickets based on ‘Hours Since Assignee Update’ to remove tickets from agents' queues after a period of inactivity. However, it's not clear to me how newly assigned tickets (i.e. those routed by Omnichannel) differ from other ‘Open’ tickets. For instance, if an agent is working on a ticket and receives a reply from a customer, we wouldn't want to reassign this, but if there is a ticket which has not yet been handled, how would we differentiate these tickets with the automation?

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Barry Neary

Zendesk Product Manager

Hi D Fitz, could you combine ‘hours without assginee update’ with  ‘hours without requester update’ ? Have both be must have conditions before action is taken?

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Hi Barry Neary 

Did you get a chance to read my previous comment about Talk?

Thank you in advance

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Hey,

does anyone know how to create the second trigger when it was again not solved from an agent?

 

According to ZD it is only possible to run an automation one time per ticket which means that we have to create an automation each time we want to reassign a ticket after x hours and give this ticket a tag.

 

Does anyone could please share their workflow?

We want to avoid to make some mistakes, because i don't really get this with hours since assigned and when this trigger then need to fire.

 

Thanks!

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Barry Neary - I noticed with the Live Data for reporting, when an email gets assigned, the  live data decrements the queue down and it no longer stays on the report. 

 

With messaging, the ticket stays on the report, based on my testing until the ticket is CLOSED.  Is that the expected behavior? Can you comment on the difference? I have some theories.

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Barry Neary

Zendesk Product Manager

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Barry Neary

Zendesk Product Manager

Hi Max,

 

If a call goes into a custom queue, it will be assigned to whichever group(s) you have specified there (cc: Rohan Gupta )

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Barry Neary

Zendesk Product Manager

HI Jason V 

 

we're noticing its hurting our ability to respond to messages as they get buried in our work loads and we don't respond in a timely enough matter.

Do you have focus mode turned on? 

 

1. Do queues only work with OCR turned on?

Yes

2. if so, is there a way we can retain a flashing accept button with OCR?

When a message is assigned to an agent the accept button flashes. Optionally you can enable auto accept and the button wont flash

 

I understand broadcasting chats are not suported with OCR, but I can't figure out how to get messages to be more prevalent other than creating a view where we go in to pick. 

Do you have focus mode turned on? 

 

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Barry Neary

Zendesk Product Manager

Hi Layla Atayeva 

 

You could try the above solution with focus mode on? So the calls would go to a dedicated call group but overflow to the messaging group only if the agents in the messaging group were not on active messages?

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Hi Barry Neary I am interested on having reasssigned/unassigned tickets go back through queue logic. Can you assist to activate the setting on your back end?

Thanks a lot 

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Arianne Batiles

Zendesk Customer Care

Hi Haymo Grossmann 

 

I'm Arianne from the Advocacy team and I'm creating a ticket on our behalf for this request. Kindly check your inbox for updates.

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Hi Barry Neary 

I am interested on having reasssigned/unassigned tickets go back through queue logic. Can you assist to activate the setting on your back end please ? 😊

Thanks a lot 🙏🏽

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If we have the backend re-routing un-assigned tickets back to the omnichannel routing queue logic enabled, how does that impact when/how that ticket is routed the second time? Does it up the priority or something similar?

Secondly, which has the higher priority: the initial queue eligibility or the subsequent queue eligibility? 

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Hi! I'm trying to implement Omnichannel and Queues for the team. When using Queues it seems to be assigning the newest tickets first, ignoring older tickets in the backlog. How can this be solved? Thank you! 

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Barry Neary

Zendesk Product Manager

Hi Dayner Carry 

 

Queues should order first by ticket priority (Urgent tickets first, then High etc) and then by date created. Are some of the tickets reassigned and others are new? 

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Hi Dayner Carry,

When I first started using queues I noticed something similar. Looking at the events history I realised the older tickets hadn't been assigned a queue as they were created before the queues were set up. Whereas the newer tickets had been assigned a queue as they were created after the queues were set up. A queue always takes priority over standard omnichannel routing, so all tickets assigned to a queue - regardless of timestamp - will be auto assigned before a ticket without a queue.

So I bulk updated the older tickets e.g. change the priority to low then back to normal or add a tag and then immediately remove the tag. After I had updated them, the older tickets were then assigned a queue and routed before the newer tickets. 

Hope this helps.

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Thanks Daniel and Barry. It indeed seems to only be assigning tickets that existed after the queue was created. I've tried updating the older tickets, as well as adding the auto-routing tag to them, but newer tickets are still being assigned first. Any ideas? 

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