John

1. Communauté
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

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 a...

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• John
• Création 16 décembre 2022 19:17
• 3 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

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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• John
• Création 16 décembre 2022 15:22
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

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, the...

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• John
• Création 15 décembre 2022 17:51
• 2 votes

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Thanks Barry. Just to be clear, being Offline and being Out of the Office are sometimes two separate things and should be treated differently. Or at least have two separate options to set how to ha...

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• John
• Création 13 décembre 2022 19:58
• 0 vote

1. Agent guide
2. Additional ticket channels
3. Setting your agent status for Support, Messaging, and Talk with omnichannel routing

Lauren, we found that when you go to the Assignee field and can see agents from there, it does show who is Online and not with the little colored dot next to their name. Not a great way, but it's s...

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• John
• Création 13 décembre 2022 16:12
• 1 vote

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

We found the same thing, and it's really disheartening that Zendesk's own solution doesn't respect the OOO setting in ... Zendesk's solution.  It's clearly a bug to me, and a fix should be prioriti...

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• John
• Création 12 décembre 2022 17:04
• 0 vote

1. Agent guide
2. Additional ticket channels
3. Setting your agent status for Support, Messaging, and Talk with omnichannel routing

Hey @Kat we have it set up for 6am-6pm. I would hope being outside of business hours would stop the ticket assignment, so I guess that's good! Yeah, having all agents re-login makes sense. I'm just...

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• John
• Création 14 novembre 2022 17:31
• 1 vote

1. Agent guide
2. Additional ticket channels
3. Setting your agent status for Support, Messaging, and Talk with omnichannel routing

I'm noticing that for tickets, Agent status is not always respected. For instance:  Agents who have not signed in since enabling Routing in my Sandbox are being assigned tickets. Shouldn't they be...

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• John
• Modifié 14 novembre 2022 16:57
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Give Admins the ability to change Agent Status in Omnichannel

Also found that the status and routing do not respect settings from the Out of Office app (created by Zendesk). So, even if an Agent is set as Unavailable via the app (so that no new tickets can be...

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• John
• Création 7 novembre 2022 17:16
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Give Admins the ability to change Agent Status in Omnichannel

The lack of any sort of admin functionality for agent statuses makes Omnichannel something we're not currently able to implement. It seems the system automatically sets an Agent as Online even if t...

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• John
• Création 7 novembre 2022 16:55
• 4 votes