Round Robin assignment

Any News?

Hi Elisa, 

Currently the routing logic is still as described here

Could you describe how you would wish it to work?

Barry

Hi! Any updates on the round robin feature?

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....

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? 

Hi John: 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?

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?

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. 

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.