Round Robin assignment
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Barry Neary Not trying to be a jerk, but I am trying to follow up on your message from September 1st that you would look into whether Live Chat would be included in the future:
Are you able yet to confirm what that decision was?
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Hi, any news on this feature?
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Hi, extending omnichannel routing to allow mixed mode customers, i.e. customers using chat and messaging is on the roadmap for 2023
Barry
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Does anyone here already have some experience with this feature for support tickets? We are on an Enterprise Plan, but do not have chat activated yet. We use the Web Widget Classic just for customers to be able to search for question directly on the website. Does this mean we won't be able to use the feature, because we do not have messagin active? I am a little confused here to be honest.
Would love to start using the round-robin-assignment feature before Black Friday for tickets only. Just wondering if it's worth trying to set that up/working for anyone properly for tickets only?
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Hi Yvonne Uder
You should be able to see omnichannel routing in your admin centre?
If you can , you can use it for tickets only - help guide here
Barry
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Even with Omnichannel routing, it still doesn't Round Robin assign tickets. Truly, the logic behind the routing is still a bit of a mystery as there are no settings other than "if it has x tag, then route it" and capacity settings.
It still will give one agent 7 tickets, the other 2 when they have the same number of OPEN tickets in each of their assigned queues. Very strange.ZD needs to continue to enhance this to allow for configurable logic.
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Super grateful for your feedback John. We are glad we did not invest the time to implement this, as it seems like you are going for our exact use-case and it doesn't sound like it works. Barry Neary please forward that to your team. I am pretty sure most people would like a configurable logic like "if agent has 5 open tickets, assign 5 more" I thought this is what was being developed here, the way John describes it, it definitely is not? When can we expect an upgrade on this?
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Hi, the logic is:
1) Which agents has the highest spare capacity (rather than the one with the least open) (i.e. attempt to load balance first)
2) If more than one have the highest spare capacity, then give it to the agent who has not being assigned a support ticket/message in the longest time
We have the ability tp define you own routing logic on the roadmap....
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>>> It still will give one agent 7 tickets, the other 2 when they have the same number of OPEN tickets in each of their assigned queues.
>>> I am pretty sure most people would like a configurable logic like "if agent has 5 open tickets, assign 5 more" I thought this is what was being developed here
In 2013 I began following this thread only because I had developed a simple, but effective Round-Robin system in 2011 for a client using Google Apps Script. That app was really productive for my client's team and I believe they even openly shared it in 2015.
Here we are 9 years, 11 months, and 13 days later and it appears the target objective has not been reached. Based on the thread, it doesn't appear that it's even close to being ideally suitable or close to matching customer expectations.You realize that since this thread began, a sizeable amount of American history has occurred. Couples have married. They've conceived babies, raised them, and these kids are now just a few years from middle-school. Tesla Reinvented the automobile. SpaceX reliably lands reusable rocks backwards. And StarLink has launched more than 3,500 satellites. GPT-3 has a multi-trillion parameter AI model capable of writing complete articles and answering almost any question. All while Zendesk tried to get round-robin assignments to work. Unbelievable.
I have a very long and storied tech career starting with LapLink (which was really a 1982 project to move data from the Space Shuttle computers to IBM desktops), and then QuickSite in the 90's, MyST in the 2000's, and real-time analytics, and CyberLandr today. And despite this long tech career, this round-robin thread has been alive for 25% of my entire time in tech. I eagerly watch for messages hoping to read the final one. The message that signal this "feature" now exists and customers are thrilled to use it to create hyper-productivity for their support teams.
>>> We have the ability to define you own routing logic on the roadmap....
Really? I thought that was the essence of the roadmap in 2013.
If the right mix of tech and process logic didn't leap into the hands of customers within one year, ten more years is not likely to make it happen. Besides, the nature and topography of this problem has now dramatically changed because AI is how it should be solved. If there isn't a healthy dose of machine learning in the architecture of this feature, it should be scrapped.
Just sayin' ... -
I couldn't agree more, and as a result of this tardiness approach to their customers, Zendesk is very low down on my evaluation for a supporting tool next year.
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Thanks Barry Neary those are helpful logic tidbits to know, and I'll make sure I add it to our internal documentation on how our setup should work.
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Well, as of today we are disabling Omnichannel routing.
It keeps picking just two agents and going back and forth between them, even when other agents are online and have capacity. I set capacity at 10 for all agents, and it's not assigning tickets to agents with 1 open ticket, but choosing these two agents over and over, who have 0 open and 2 open, respectively.
We really need it to distribute tickets evenly, and it absolutely does not do that.
We're also finding that ZD sets folks offline for no reason - even while they're actively working.
We also submitted a support ticket outlining these issues on Tuesday, here it is Friday and no one has even responded.
So, disabling Omnichannel as it is just not ready. -
We faced a similar issue with uneven distribution with respect to agents and ticket channels (a few of them are not even supported) while we were testing the EAP program. We escalated multiple times at different channels with no proper response. Agents handling support tickets have no clue about the setup. We had to deactivate it then, and it seems it's still the same after public release, are our feedback even heard? What is the point of having EAP if you do not wish to hear feedback?
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Hi John Mole: Have you created a ticket with our support in relation to your issue? If so, could you do so I and the team can try and figure out what the issue is?
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Kulin Joshi John has either of you given this omnichannel routing/round robin approach another try? It's been 3 months since I looked into this, and I am wpndering if anyone here with a similar use-case like us had by now implemented it/in use succesfully?
Barry Neary circling back to the statement ">>> We have the ability to define you own routing logic on the roadmap...." any news there? We definitely need to be able to define our own routing logic. So if this is now available we would be happy to give it a try soon too. Haven't been able to find any news on this in recent product-releases
Last Updated article I found that mentions this is https://support.zendesk.com/hc/en-us/articles/4408831496730-Can-Zendesk-Support-equally-distribute-tickets-amongst-agents-or-groups- > from Jan2023 saying this feature is not possible in Zendesk directly without the use of an external app still - can you confirm what the status is here?
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Hi Yvonne Uder
The current omnichannel routing solution we have works this way:
assigns tickets to agents within a group first based on load balancing (i.e. which agents have the highest spare capacity - assign them tickets first) and then by round robin (once agents all have the same spare capacity, assign tickets to whichever agents havent been assigned tickets in the longest time).
In the future we do have plans to enable you to customize your routing methodolgy, but that is not on the plans for 2023. Is there a specific way you would want routing to work? Perhaps there may be a workaround....
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