Recent searches
No recent searches
Hybrid assignment in Omnichannel Routing
Posted Oct 20, 2023
Curently Omnichannel Routing does not support Hybrid assignment. We're really looking forward to this feature being released. We’ve tried two options (with Omnichannel Routing and without it) and surprisingly the second one (not to have Omnichannel Routing) gives a better result.
Each agent has its own productivity, and accepting additional chats by manually picking up from NEW view is inconvenient. At the same time increasing capacity limits create a mess and missed because chats get stuck with agents who do not accept them, or start jumping from agent to agent. I tried different capacity rules for new / middle / experienced agents but it only helped a little.
Hybrid assignment is a must have feature for us.
6
4 comments
Shawna James
0
Ryan Gabriel
Just chiming in with the same feedback here. Allowing agents to pull additional chats beyond their capacity at times is pretty critical for us. We keep most of our agents in play mode as well, so we don't even have the option of exposing new tickets in a view for agents to play through.
3
Barry Neary
Hi,
With omnichannel routing, an agent can assign themselves as many messages as they wish - they can go to a view showing new incoming messages and self assign beyond their max capacity.
Does this address the above issue?
0
Viachaslau
Hi Barry Neary
It's inconvenient and slows down agents work so much that we disabled Omnichannel Routing completely.
We're all human and we can't all work with the same performance. We tried to find average capacity limits that would work for everyone, and it didn't work. We tried to create different capacity rules for different groups of agents, and that didn't work either. In the end, the problem is that for some agents the rules are beyond their current capabilities and chats start jumping from agent to agent. Agents who can do better are asking for more chats. But they can't accept them because the chats are jumping between agents who can't accept them.
As a result, the overall performance of the team is worse when you enable Omnichannel Routing (!).
We'd like to create capacity rules, but allow more productive agents to accept more chats via the "accept chat" button. In the old chats, Hybrid assignment allowed us to work more efficiently.
0