If you encounter problems with omnichannel routing setup, use this guide to find solutions to the most common issues.
The article contains the topics below:
- Omnichannel routing settings not visible in Admin Center
- Abandoned call tickets
- Agents get more tickets than their capacity limits
- Talk 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 don't appear in Admin Center, check if you meet all requirements.
Abandoned call tickets
Abandoned call tickets might appear in your queue with omnichannel routing enabled. This happens because omnichannel routing creates tickets for calls, but doesn't support the Create tickets for abandoned calls setting. Use this workaround: Automatically Close 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 on why this happens, see the article: My agent automatically gets assigned more tickets than their capacity allows.
Talk tickets do not route to the right groups
When omnichannel routing is off, Talk calls create tickets post-call acceptance. With it on, tickets are created immediately, routing to available agents before call acceptance. Triggers that run on these Talk tickets can affect routing. Adjust triggers to exclude Talk channel tickets. Use this condition in your trigger: Ticket > Channel | Is not | Phone call (incoming).
Messaging tickets not routing correctly
If you're using custom omnichannel routing queues, messaging tickets should be automatically routed.
However, if you're using the standard omnichannel routing queue, tickets must be assigned to a group before they are eligible to be routed by omnichannel routing. Adjust or create triggers to assign groups to messaging tickets. For more information, see this article: Requirements for the routing trigger.
Zendesk offers a trigger action called Set routing channel that allows you to change a messaging ticket’s routing channel to email. This means the ticket will be treated as an email ticket by omnichannel routing and count toward the agent’s email capacity instead of messaging. This can be helpful when managing queue eligibility or balancing workloads across channels.
Missing settings and functions
Omnichannel routing offers a unique experience but not all settings are available. Check missing settings against known limitations in this article: Requirements and limitations of omnichannel routing.
Tip: If you’ve 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.