Troubleshooting omnichannel routing issues
If you have problems with your omnichannel routing setup, use this guide to find solutions to common issues.
This article covers the following topics:
- Omnichannel routing settings not visible in Admin Center
- Abandoned call tickets
- Agents get more tickets than their capacity limits
- Voice tickets do not route to the right groups
- Messaging tickets not routing correctly
- Missing settings and functions
Omnichannel routing settings not visible in Admin Center
If settings for omnichannel routing do not appear in Admin Center, check whether you meet the requirements.
Abandoned call tickets
Abandoned call tickets might appear in your queue with omnichannel routing turned on. This happens because omnichannel routing creates tickets for calls but does not support the Create tickets for abandoned calls setting. For a workaround, see the article: Automatically closing tickets created by abandoned calls.
Agents get more tickets than their capacity limits
Agents may receive more tickets than their allowed capacity. For more information about why this happens, see the article: My agent automatically gets assigned more tickets than their capacity allows.
Voice tickets do not route to the right groups
When omnichannel routing is turned off, Voice creates tickets after an agent accepts a call. When it is turned on, the system creates tickets immediately and routes them to available agents before call acceptance. Triggers that run on these Voice tickets can affect routing. Update triggers to exclude Voice channel tickets. Use this condition in your trigger: Ticket > Channel | Is not | Phone call (incoming).
If you use generative artificial intelligence (AI) to transcribe and summarize your calls and also have intelligent triage turned on, sentiment detection may assign an intent value that routes the ticket based on a business rule. Check the events of the ticket to confirm this.
Messaging tickets not routing correctly
If you use custom omnichannel routing queues, Messaging tickets route automatically.
If you use the standard omnichannel routing queue, tickets must be assigned to a group before they are eligible for omnichannel routing. Adjust or create triggers to assign groups to Messaging tickets. For more information, see the article: Requirements for the routing trigger.
A trigger action called Set routing channel lets you change a Messaging ticket’s routing channel to email. The ticket is treated as an email ticket by omnichannel routing and counts toward the agent’s email capacity instead of Messaging. This can help when managing queue eligibility or balancing workloads across channels.
Missing settings and functions
Omnichannel routing offers a unique experience, but some settings are not available. Compare your missing settings to the known limitations in the article: Requirements and limitations of omnichannel routing.
Tip: If you created custom omnichannel queues, set up a dashboard for live data on routing performance using this recipe: Reporting on custom omnichannel queue performance. This recipe works only in the Explore beta dashboard builder.