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Omnichannel Routing pause/cooldown feature



Posted Jul 12, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

There needs to be a way in Zendesk to pause or set agents' capacity based on certain criteria. This would greatly benefit our agents, preventing tickets from being routed unfairly. 

 

What problem do you see this solving? 

When the first agent logs on in the morning, they will be routed all the tickets waiting in the queue until their capacity is filled or there are no more tickets. This can be a lot of tickets (especially on Mondays) that makes the process unfair to the first agent that logs on and gives less work for agents that log on later.

 

What would be your ideal solution to this problem? How would it work or function?

A feature to be able to pause omnichannel routing at a certain time in the morning or when there are x or greater tickets in the queue would be much desired. Another way to make this routing process fairer would be to route a maximum number of tickets to an agent at a time (ex. agents can only be routed x tickets at a time, then a 10 min. cooldown timer starts).


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2 comments

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Barry Neary

Zendesk Product Manager

Thanks Leo

 

I have logged this feautre in our long term roadmap (likely 2025)

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Aaron Doane

Zendesk Luminary

+1 ! This is a common feedback item from agents. 

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