Question
What are common issues with omnichannel routing? I want to troubleshoot these behaviors.
Answer
This table provides common questions and answers on the topic of omnichannel routing.
Question |
Answer |
Why don't I see the Omnichannel routing settings in Admin Center? |
To see these settings, you must meet the requirements outlined here: Requirements and limitations of omnichannel routing. |
I turned on omnichannel routing and now there are abandoned call tickets in our queues. |
When omnichannel routing is turned on, tickets are created for calls and the Create tickets for abandoned calls setting isn't supported. For a workaround, see this article: Workflow recipe: Automatically closing tickets created by abandoned calls. |
Before I enabled omnichannel routing, we could do something, which isn't available anymore. Why can't I see or do that thing? |
Check whether questions are covered by the known limitations in this article: Requirements and limitations of omnichannel routing. |
After I enabled omnichannel routing, our agents are getting assigned more tickets than they are allowed when they go online. |
To troubleshoot this step, see this article: Why was my agent automatically assigned more tickets than their capacity allows when they went online? |
After I enabled omnichannel routing, our Talk calls are no longer routing to the right groups. |
When omnichannel routing is disabled, Talk calls create a ticket after a ticket is routed to an agent and that agent accepts the call. When omnichannel routing is enabled, a ticket is created immediately and omnichannel routing routes the ticket to available agents before the agent accepts the call. The creation of this ticket before routing allows triggers to run on Talk tickets. These triggers can affect routing. Adjust your triggers to exclude tickets created with the Talk channel and prevent unwanted routing. In your trigger, you can use this condition: Ticket > Channel | Is not | Phone call (incoming). |
I enabled omnichannel routing and everything is getting routed except for our messaging tickets. |
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. See: Requirements for the routing trigger. |
For more information, see this article: Omnichannel routing resources.