Round Robin assignment

Hi, Omnichannel Routing has been rolled out, but you must be on Agent Workspace and, if you have a chat subscription, be using Messaging rather than Live Chat.

Dave Dyson Barry Neary Any updates on whether you will ever roll this out to accounts *not* using Messaging? 

Was this ever rolled out? 

Hi, as Dave mentioned above we have now released omnichannel routing! You must be on Agent Workspace and, if you have a chat subscription, be using Messaging rather than Live Chat.

If you fulfill these criteria, you should see the Omnichannel Routing configuration in your Admin Center.

Barry

I know this was planned for development late 2021 based on Nicole's update.  Do we have any updates on when this functionality might be released?  

Adding my two cents ...

The fact that Zendesk is making the routing engine only available to instances that are using Messaging is really disappointing. 

We started looking at Live Chat last year, only to find it didn't fit our needs and is probably going to be deprecated soon in favor of Messaging. So we tried Messaging, only to find out it lacks a number of features it'd need to even consider implementing it for our customers. After talking more with our customers, we found that they don't even WANT chat/messaging - so we have no need for it and wouldn't be implementing it anyway. 

Now, we're trying to solve the problem of having to take the time of Technical Support Engineers to route tickets this way or that, to one teammate or the other, or take the ticket themselves. This takes time away from the work they should be doing, which is working to resolve those tickets. We hoped that through use of the new routing engine we'd finally be able to Round-Robin assign tickets to team members, removing the hassle and time suck of needing to have someone always watching the queue and assigning out tickets. 

But ... it's only available to customers using Messaging. That is disappointing indeed. 

Hoping for a change!

Hi Nathan Cassella, the traffic from your chat bot that flows into zendesk is treated as chat traffic and hence cannot currently be routed by the omnichannel routing engine. However your strong view and the view of others is being considered in whether we should extend the routing engine to work with both chat and messaging channels. I will revert asap on this

Barry

Hi CJ, thanks for your feedback. Enabling routing for messaging and chat is something that is under consideration and certainly your views and the views of the others on this thread are being taken into account. I will hope to confirm soon what the decision is.

Barry

Barry Neary That's really unfortunate to find out now that it's not even certain that this will ever be available for Live Chat, after being told for years, before Messaging was even a product, that we could expect this feature in the future. 

It would have been nice to mention that this was a limitation to the implementation that was being built sooner, as it's clear from the thread there's a lot of interest from people on accounts that do not use Messaging. Currently, Messaging lacks any features to protect agents from third party harassment, it's not like we're being stubborn and refusing change products for no reason, it's lacking a critical, required element to protect agents from repeated harassment. 

Should we be opening a new thread to request that this be a feature for accounts that use Live Chat? How can we as customers voice that we really would like Round Robin assignment available to accounts using Live Chat?