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Uyen Nguyen
Joined Aug 04, 2023
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Last activity Aug 28, 2023
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Latest activity by Uyen Nguyen
Uyen Nguyen commented,
Barry Neary - will the feature only assign to Tier 2 if Tier 1 assigns it to Tier 2 group or is the assignment automatic (i.e. Tier 1 does not solve the ticket in a given timeframe then it automatically push to Tier 2 group)? We would prefer if Tier 1 push it to Tier 2 at which point Omnichannel will round robin the ticket assignment to Tier 2 (base on agent's capacity).
View comment · Posted Aug 28, 2023 · Uyen Nguyen
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Uyen Nguyen commented,
If there is only one auto routing tag, then will omnichannel routing kick off again in the second scenario:
Scenario 1: omnichannel initially assigns the ticket to Tier 1 team member. Tier 1 team then assigns the ticket to Tier 2 group. NOTE: by now the ticket already has the autou_route tag.
Scenario 2: omnichannel again assigns the open ticket to a Tier 2 member.
We are interested in using omnichannel to route it to a Tier 2 member base on availability and capacity of agents rather than have Tier 1 cherry pick who to give the tickets to in Tier 2 group. Don't know if it is possible to have omnichannel route again if it initially routed ticket to Tier 1 team.
View comment · Posted Aug 18, 2023 · Uyen Nguyen
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Uyen Nguyen commented,
Once omnichannel is turned on, we wish to create triggers so it uses omnichannel routing:
1. New tickets for Customer A are assigned to the group Tier 1 - CustomerA. Trigger will be:
In the Conditions section: meet all of the following conditions - ticket status = new, organization = CustomerA
In the Actions section:
- Add tag: Auto_Route_Tier1CustomerA
- Assign a group: Tier1CustomerA
2. New tickets for Customer B are assigned to the group Tier 1 - CustomerB.
In the Conditions section: meet all of the following conditions - ticket status = new, organization = CustomerB
In the Actions section:
- Add tag: Auto_Route_Tier1CustomerB
- Assign a group: Tier1CustomerB
3. Tier 1 can escalate the ticket to Tier 2 group at which point omnichannel will assign the ticket to the most available agent in Tier 2 (base on availability and capacity). This is where I am unsure how to set the trigger to ensure omnichannel does the routing:
In the Conditions section: meet all of the following conditions
- ticket status = open
- organization = CustomerB
- tag=Auto_Route_Tier1CustomerB OR Auto_Route_Tier1CustomerA
In the Actions section:
- Add tag: Auto_Route_Tier2
- Assign a group: Tier2
Can you confirm if the above trigger is correct?
View comment · Posted Aug 17, 2023 · Uyen Nguyen
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Uyen Nguyen commented,
Hi Barry Neary,
Do you know when the Routing Queue will be available? We plan to subscribe to a third party vendor rather than use Zendesk's Omnichannel feature given the feature does not meet our needs. However, if the Routing Queue will be rolled out soon then we can hold off subscribing to the third party vendor.
View comment · Posted Aug 15, 2023 · Uyen Nguyen
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Uyen Nguyen commented,
Hi Barry,
I do not know if Omnichannel routing can be set up to route to the Tier 1 group AND then to Tier 2 group if Tier 1 group further escalates the ticket. If the Tier 1 group cannot fix the issue then Tier 1 group sends it to Tier 2 group. Can omnichannel be set up to route to Tier 1 AND then Tier 2? We do not want Tier 1 to cherry pick who to assign the ticket to in Tier 2. Omnichannel routing should assign an available agent in Tier 2 the ticket if Tier 1 need to further escalate it. How can this be set up? I can set up a trigger to route the ticket to Tier 1 (add the auto-routing tag to tickets and then assign to Tier 1 group). But unsure how to set up trigger to assign an agent in Tier 2 if Tier 1 cannot solve the ticket.
View comment · Posted Aug 14, 2023 · Uyen Nguyen
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Uyen Nguyen commented,
Hi Barry,
We would like to use the Omnichannel routing feature. I want to confirm what is the requirement in order for me to turn on Omnichannel routing (when I attempted to turn this feature on, it was not available for me to enable):
1. We do not have chat, phone set up as a channel. We only have email and form (user enters issue via the Zendesk form) setup. Must we have more than one channel setup to use Omnichannel routing?
2. We have an Enterprise plan
3. We have the Support standard agent interface (legacy). Must we upgrade to the Zendesk Agent Workspace in order to use the Omnichannel routing? Refer to the article about the two Agent Interface: https://support.zendesk.com/hc/en-us/articles/4408893481114-Agent-interface-overview-video-#h_01EXMZFT8RER7XV3AMHCTPJZGP
View comment · Posted Aug 08, 2023 · Uyen Nguyen
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Uyen Nguyen commented,
The instruction states to turn on omnichannel routing: Next, click the trigger link and create at least one Support trigger .
Can you provide an example of a Support trigger for omnichannel if I wish to:
For all new tickets for organization=amazon, assign to group Premier.
View comment · Posted Aug 04, 2023 · Uyen Nguyen
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