Assigned Chat Routing in Zendesk Explained
Discover how assigned chat routing in Zendesk distributes chats based on agent availability to ensure fair workload.
How does assigned chat routing work in Zendesk?
Assigned chat routing automatically assigns chats to agents based on who has been available the longest. This ensures a fair distribution of work among agents. Administrators have the ability to set limits on the number of chats an agent can be assigned at any given time, helping to prevent overload and maintain service quality.
For more information, refer to the originalZendesk article.
More related questions
What is broadcast chat routing in Zendesk?
Broadcast chat routing allows agents to receive notifications when chats are waiting, giving them the flexibility to decide if they can handle more chats. Admins can set a limit on the number of concurrent chats an agent can handle before they stop…
What is hybrid assignment in Zendesk chat routing?
Hybrid assignment in Zendesk chat routing combines elements of both assigned and broadcast routing. It functions like assigned mode, where chats are automatically assigned to agents. However, agents have the option to manually claim additional…
How can admins control chat workload for agents in Zendesk?
Admins in Zendesk can control chat workload by setting limits on the number of concurrent chats an agent can handle. This applies to both broadcast and assigned chat routing methods. By setting these limits, admins ensure that agents are not…
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