How do I sign up for the Routing EAP?

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7 Comments

  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi Shayan M

    GA is looking like August at this point (subject to change).
    To turn on omnichannel routing you will need to be :\

    - On Agent Workspace
    - Have Messaging switched on

    The messaging notifications will be unchanged - when you say 'still handled by Chat settings'  - which notification feature is handled by chat settings?

    Barry

  • Shayan M

    Hello Barry,

    Is there any update on when this will be available for a General Availability?

    Also does routing incorporate Messaging notifications (top right corner) the Agent gets, or is this still handled by Chat settings?

     

     

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  • Jonathan Canales

    What plans will this be available for? How can I ensure that my organization has access to this feature?

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  • Barry Neary
    Zendesk Product Manager

    Hi Jonathan Canales

    This routing feature will be available across all plans. When we GA, you will have the option to enabled it in admin centre

    Barry

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  • Shayan M

    Dear Barry Neary

    Thank you for your response. 

    I am talking about the notifications Support/Chat agents see in the top right corner when using agent workspace & Messaging is enabled in Zendesk Support.

     

    It was a real pain to setup proper routing for these notifications, since unfortunately they rely on a mixture of chat departments, and Ticket group routing rules.(despite Zendesk documentation claiming that with agent workspace enabled chat departments have no function anymore)

    I was hoping this program for routing, would include a proper way to route notifications as well.

     

     

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  • Barry Neary
    Zendesk Product Manager

    Hi Shayan M: the notifications should be controlled by support group settings - i.e. once a message is routed to a group, the next available agent should see the notification. Next available agent means:
    - Agent who is online
    - Agent who has the highest messaging spare capacity
    - If multiple agents have the highest spare capacity, the agent that has not been assigned a message in the longest time

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  • Shayan M

    Hello Barry Neary,

    Thanks for your response. So just to confirm, once the Routing EAP releases, chat departments will not be necessary anymore to determine routing rules for notifications? 

    Because as of right now (without Routing EAP released) the status quo is, that chat departments are a requirement for notifications routing to work properly and routing settings for messaging are set within Zendesk Chat. (Assigned Routing or Broadcast)

    "Important: Messaging users must make sure all Chat departments are enabled for Chat for notification routing rules to work. See Creating and editing a Chat department for information on updating department settings."

    My understanding is, that with Routing EAP, this is no longer the case and all routing related settings are within Support, is that correct?

     
     
     
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