Hybrid assignment in Omnichannel Routing

4 Commentaires

  • Shawna James
    Community Product Feedback Specialist
    Hey Viachaslau, 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 you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
  • Ryan Gabriel

    Just chiming in with the same feedback here. Allowing agents to pull additional chats beyond their capacity at times is pretty critical for us. We keep most of our agents in play mode as well, so we don't even have the option of exposing new tickets in a view for agents to play through. 

  • Barry Neary
    Zendesk Product Manager


    With omnichannel routing, an agent can assign themselves as many messages as they wish - they can go to a view showing new incoming messages and self assign beyond their max capacity.

    Does this address the above issue?

  • Viachaslau Skorbezh

    Hi Barry Neary

    It's inconvenient and slows down agents work so much that we disabled Omnichannel Routing completely. 

    We're all human and we can't all work with the same performance. We tried to find average capacity limits that would work for everyone, and it didn't work. We tried to create different capacity rules for different groups of agents, and that didn't work either. In the end, the problem is that for some agents the rules are beyond their current capabilities and chats start jumping from agent to agent. Agents who can do better are asking for more chats. But they can't accept them because the chats are jumping between agents who can't accept them.

    As a result, the overall performance of the team is worse when you enable Omnichannel Routing (!).

    We'd like to create capacity rules, but allow more productive agents to accept more chats via the "accept chat" button. In the old chats, Hybrid assignment allowed us to work more efficiently.


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