| 阶段 | 宣布日期 | 开始推行 | 结束推行 | 状态 |
| 第 1 阶段 | 2023 年 6 月 19 日 | 2023 年 9 月 | 2023 年 12 月 | 完成 |
| 第 2 阶段 | 2024 年 1 月 13 日 | 2024 年 4 月 | 2024 年 5 月 | 已完成 |
| 第 2 阶段 | 2024 年 8 月 5 日 | 2024 年 10 月 | 2024 年 10 月 | 已完成 |
有什么变化？
Zendesk 将自动为符合条件的帐户启用全方位渠道路由。使用全方位渠道路由将工单直接转发给专员可提高服务级别，而更准确的专员状态报告则有助于做出合理的专员培训和资源规划。
激活全方位渠道路由后，系统会通知专员全方位渠道路由已启用，并要求专员更新其状态。
Zendesk 为何作出这项更改？
随着客户请求量增加，客户支持业务需要不断提高服务水平，并最大限度提高专员工作效率。全方位渠道路由旨在解决此问题。具体而言，全方位渠道路由有助于：
- 将工作直接分配给专员以改进关键服务级别指标，例如首次响应时间。专员无需在视图中搜索和查找要处理的工单，省时省力。
- 将工作直接分配给有相应技能和工作量的空闲专员，以提高专员工作效率。
- 分析专员实际所做的工作内容，以改进未来资源规划、专员培训和业绩评估。
我需要做些什么？
在自动激活后使用全方位渠道路由
如果您的帐户符合条件，且打算使用全方位渠道路由，请按照激活和配置全方位渠道路由中步骤设置和使用该功能。
如果您计划报告专员状态，请让专员在启用全方位渠道路由后立即设置统一专员状态。开始使用统一专员状态后，管理员可在 Explore 实时监测面板、全方位渠道专员状态和活动面板 (EAP) 中查看实时专员状态信息，或使用 Explore 专员状态历史报告查看专员状态历史记录。
在自动激活后不使用全方位渠道路由
无需任何操作。现有视图、触发器和其他工作流程将继续以完全相同的方式工作。唯一的区别在于 Explore 专员状态报告中显示的专员状态数据可能不准确。如果您不想报告专员状态，可以让专员忽略状态选取器。要关闭统一专员状态，请在管理中心关闭全方位渠道路由。
提问或获得帮助
如果您对此公告有疑问或希望提出产品反馈或功能请求，请访问我们的社区论坛，我们将在这里收集和管理客户对产品的反馈。
其他常见问题解答
如何使用全方位渠道路由？
要了解全方位渠道路由的工作方式，请参阅关于全方位渠道路由。
由于您的帐户已启用全方位渠道路由，创建路由标签和路由触发器（将路由标签应用于工单）后即可使用全方位渠道路由。您可以按原样使用初始路由配置，也可以根据需求对其进行修改。详情请参阅激活并使用全方位渠道路由。
如何报告专员状态？
Explore 有一个全方位渠道数据集，其中包含专员状态和活动信息。此数据集可用于创建报告和面板。此外，在专员开始使用统一专员状态后，您可在 Explore 实时监测面板、全方位渠道专员状态和活动面板 (EAP) 中查看实时专员状态信息，或使用 Explore 专员状态历史报告查看专员状态历史记录。
是否可以关闭全方位渠道路由？
可以。全方位渠道路由可随时关闭。请参阅关闭全方位渠道路由。
10 条评论
Barry Neary
Will do Molly Katolas and Sydney Neubauer
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Sydney Neubauer
Please exclude our accounts as well - we do not want anything enabled automatically without proper vetting
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Molly Katolas
Thanks Barry Neary - please exclude our accounts.
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Barry Neary
Hi All,
Clearly the ideal would be that you the customer can choose which chats should be treated like messages (i.e. accept button flashes for agent and once assigned it takes up message capacity) and which should be treated like email tickets (i.e. they are assigned directly to agents and they take up support capacity ). This is not available now but is something we can look at doing or perhaps finding a workaround.
cc: Prakruti Hindia
Barry
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Hayley Johnson
Tim G We had the same trouble. I loved using Omnichannel when we first launched - it made such a positive impact on our delivery of service to customers. But we then implemented the chatbot on our help center and switched off the contact us form and email channel, meaning all tickets were coming in via the messenger channel. We had some tagged to behave like a 'live' conversation and some tagged to behave like a ticket with a longer SLA. However, omnichannel just could not cope with 100% of tickets coming in via messenger. Capacity restrictions did not work and tickets were auto assigned to agents as soon as the ticket was added to a group that had agents assigned to it. No matter how creative we were with work arounds, we could not get the messenger tickets to assign using the omichannel rules so we have switched off omnichannel which was a very sad day for us.
Barry Neary Please can you ensure that we are added to the exclusion list to switch off omnichannel routing, Thanks :-)
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Barry Neary
Hi Molly
We can add you to an exclusion list if you dont want to use omnichannel routing - this means it wont be switched on automatically.
Apologies if this has caused you inconvenience, its just we are adding features to routing regularly and we wanted customers who may not be aware of routing have access to these features.
Let me know if I should go ahead and add you to that exclusion list. The planned date for activation is on or around Sept 25th (will confirm that date in next week or so)
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Molly Katolas
I was notified our account would be activated for Omnichannel routing but this article makes it sound like I have the option to simply go in and turn it off afterwards. I'm a little confused about the message here - what's the point of Zendesk forcing it live on some unknown date just for me to go in and turn it off again until our team is ready (and willing) to make the change? I'm not against using it but I'd like to turn it on at a time that's decided by my team, not an arbitrary date set by Zendesk.
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Tim Grimshaw
Ah awesome - thank you Jacquelyn Brewer :)
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Jacquelyn Brewer
Tim G I understand your concern. Please see the note at the top of this announcement. All accounts to which this applies will be notified ahead of time with additional information. I believe the only accounts affected by this are those that exclusively use what is referred to as the "email" channel in omnichannel routing, since those are the only tickets that use the routing tag. Since you use Messaging, you should be unaffected.
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Tim Grimshaw
Hi Team,
We switched on omni-channel routing when we migrated to Agent Workspace and messaging earlier this year. We had big problems with it, because it was auto-assigning messaging tickets immediately and forcefully (without the auto-routing tag), and after chatting with our Zendesk reps, they agreed that with our workflow we'd need to switch off the feature.
Is this article saying that at some point it's going to be randomly switched on again?
If so, how can we mark our account as 'no, don't automatically switch that on' pls?
I understand from this article that we can switch it off again, but that needs an admin to be online and aware that it's happened, at the time that it gets switched on automatically :(
Also in this article, it mentions the routing tag - but the biggest issue we had was that after chatting with Zendesk support, they confirmed that routing automatically applies to messaging tickets without the tag applied (we didn't want it to apply, so we didn't add the tags to tickets through a trigger - but it still auto-routed those tickets, which we didn't want). So we don't want this feature (omnichannel routing) enabled on our account please.
Thanks!
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