Broadcast vs Assigned Routing in Zendesk
What are the differences between Broadcast and Assigned routing in Zendesk?
Broadcast routing notifies all agents of incoming requests, allowing any available agent to pick up the request. Assigned routing, on the other hand, notifies only one agent at a time, distributing requests evenly among online agents.
Broadcast is the default setting but cannot be used with omnichannel routing. Assigned routing ensures that requests are queued and assigned based on agent availability and past performance.
More related questions
How do I set up notification routing for Zendesk messaging?
To set up notification routing for Zendesk messaging, you need to access the Chat dashboard. From there, you can choose between Broadcast and Assigned routing methods. Broadcast notifies all agents of incoming requests, while Assigned notifies only…
How can I configure notification limits for agents in Zendesk?
You can set notification limits to manage the number of requests an agent can handle. This helps balance workload and prevent overload. To configure, go to the Chat dashboard, select Settings > Routing, and turn on Chat limit. You can apply limits…
What is Hybrid Assignment Mode in Zendesk messaging?
Hybrid Assignment Mode allows agents to serve additional requests even after reaching their set limits. This feature is available when using Assigned routing with limits activated. To enable it, go to Settings > Routing, and check the Allow Hybrid…
How does reassignment work in Zendesk's Assigned routing?
Reassignment in Assigned routing automatically notifies another agent if the initially assigned agent doesn't respond within a set time. To enable, go to Settings > Routing, turn on Reassignment, and set a timeout window. This ensures requests are…
Can I set automatic idle status for agents in Zendesk?
Yes, you can set automatic idle status for agents using Assigned routing with reassignment enabled. This feature changes an agent's status to Away or Invisible after a specified number of reassignments. To activate, go to Settings > Routing, turn…
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