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Omnichannel Routing - Need a way to report on tickets auto-assigned versus manually assigned to agents



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Aaron Doane

Zendesk Luminary

Posted Sep 16, 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.]. (2-3 sentences)

Omnichannel routing has been a game changer, however, with any change there is resistance. Many agents still prefer to review open tickets and “cherry-pick” the tickets they want, rather than working their current Open tickets and allowing Omnichannel routing to assign work. As an Admin, I need a reliable way of analyzing how much Omnichannel routing is being utilized. 

What problem do you see this solving? (1-2 sentences) 

Agents who take tickets outside of Omnichannel routing rules may result in end users not getting support in a timely manner or increased backlog. This would allow administrators to report on the usage of Omnichannel routing and make adjustments accordingly. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is a daily occurrence. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

There is no current workaround available at this time. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I envision an Omnichannel Utilization report that tells how many tickets were assigned by the Omnichannel Routing logic, assigned by self, or assigned by another agent. You would be able to drill into ticket details from there, if needed. 


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7 comments

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Shawna James

Community Product Feedback Specialist

Hey Aaron,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Fully onboard with this. We're having to manually check a selection of tickets to see if they were assigned by omni-channel or manually taken from a view. This data should be reportable. 

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I want to chime in to say +1 to this request! We are experiencing the same difficulties for my team as well and this reporting would be a huge help!

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Jimmy Rufo

Zendesk Luminary

We are affected by this exact issue, as some tickets will be assigned via OCR, and some via manual assignment.  Is there a baseline report to show if OCR has at least touched a ticket?

 

CC Cory Vegel 

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Jimmy Rufo

Zendesk Luminary

Hi Barry Neary , outside of an upgrade to Explore Enterprise, do you see a way around this for any crude reporting an analyst can create themselves?

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Barry Neary

Zendesk Product Manager

Hi,  currently if you dont use routing queue you can build an Explore report showing how many tickets were assigned with the auto routing tag. With routing queues we plan to have historical reports that would show how many tickets were assigned from a particular queue. However in both cases if a ticket was manually assigned we cannot differentiate that from one that was auto assigned. We are looking into ways to plug that gap….

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Jimmy Rufo

Zendesk Luminary

Hi Barry Neary ,

 

Thanks for the feedback.  So to summarize, we have a reporting gap for even baseline OCR related assignment (versus manual) till further product updates are made?  I'm open to the “routing queues” method (as opposed to the routing tag method), if it gets us a band-aid report, but are you saying no band-aid is available at this point in either scenario?

 

All the documentation I reviewed prioritized and highlighted using the routing tag method.

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