Call Routing Without Omnichannel in Zendesk
What happens to call routing when Omnichannel routing is disabled?
When Omnichannel routing is disabled in Zendesk, call routing is managed solely by Talk settings. This means that calls are directed to agents based on these settings, and they only become tickets once they are answered by an agent.
This approach is more straightforward compared to when Omnichannel routing is enabled, as it doesn't involve Support triggers. It's a simpler method of handling calls, but it may not offer the same level of integration and efficiency as the Omnichannel approach.
More related questions
How does Omnichannel routing affect call routing in Zendesk?
Enabling Omnichannel routing in Zendesk changes how calls are routed by involving both Talk settings and Support triggers. Incoming calls are converted into tickets before being offered to agents, ensuring a more integrated approach to handling…
Who can receive calls with Omnichannel routing enabled in Zendesk?
With Omnichannel routing enabled in Zendesk, only agents who have the necessary permissions can receive calls. This is particularly important if you have set up custom unified agent statuses. On the Enterprise plan, administrators have the added…
How can admins monitor agent availability with Omnichannel routing?
Admins on the Enterprise plan can monitor agent availability with Omnichannel routing by using Explore. This tool provides insights into the number of agents available to take calls, helping in efficient call management. By keeping track of agent…
What is the Zendesk Omnichannel: Agent state dashboard?
The Zendesk Omnichannel: Agent state dashboard is a tool that helps you understand how your agents are spending their time. It's particularly useful if you're using Omnichannel routing, as it provides insights into agent activities and…
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