Last week we launched Omnichannel Routing, which was successful overall. However, we did encounter one issue where tickets were being assigned to agents in different time zones who were not online. To address this, we quickly developed a script to set all agents to offline. It would have been helpful if this feature was built into the Omnichannel Routing settings. We struggled for about an hour with Zendesk Support before I found documentation from Zendesk suggesting that we either ask all agents to set themselves to offline (which is not feasible for a global company), or use an API call to set all agent statuses to offline.
Aside from this issue, we have some feedback that we would like to share to help improve the functionality of Omnichannel Routing.
Individual Capacity Rules for Agents
We have received feedback from agents requesting more personalized capacity rules for ticket management. At times, the default group's capacity rules are too high for them and they would prefer to accept fewer tickets. While we could create a new group for these agents, this would result in an excessive number of groups, rather than managing capacity rules within the capacity rules UI.
Buffer Time Before Assigning Tickets to Agents
Our agents are currently receiving a high volume of tickets at once, sometimes up to 5-7 tickets when they set themselves to online. This can be overwhelming for the agent, and they have suggested that there be a buffer in place for ticket distribution to ensure a more equal distribution when another agent comes online. One solution could be to lower the agent's capacity to handle fewer tickets. Another suggestion is to implement a timer that prevents the assignment of new tickets for 5-10 minutes after an agent has been assigned a ticket. This will allow the agent to focus on the current ticket before receiving another one.
Waterfall Email Tickets
We have created a Workato recipe that regularly checks all open tickets every 10 minutes. If an agent assigned to a ticket is marked as "Away" or "Offline" within the last 10 minutes, the ticket is reassigned to the main group assigned by Omnichannel Routing. This is particularly important for tickets received through email, as assigning a ticket to an agent who is away from their computer or at the end of their workday can cause the ticket to go unattended.
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