Explore Reporting Changes with Omnichannel Routing
What changes occur in Explore reporting with omnichannel routing?
Activating omnichannel routing in Zendesk leads to several changes in Explore reporting for Chats. Assigned chats, which are offered to an agent but not yet accepted, are counted as incoming in the queue, and the assigned value will appear empty. Previously, the Real time monitor showed a count of offered chats in the queue as well as assigned chats.
Moreover, the Team > View all report will appear empty, and you'll need to use the Omnichannel agent state and activity dashboard in Explore for equivalent information. Additionally, the Chat Analytics > Acceptance rate data isn't supported, and filtering of the Visitor list by Currently served and Assigned activity isn't available.
More related questions
What are the requirements for using omnichannel routing with Zendesk Chat?
To use omnichannel routing with Zendesk Chat, you need to meet a few key requirements. First, the Zendesk Agent Workspace must be activated for your account. Additionally, messaging must be activated, as omnichannel routing isn't supported for…
How does omnichannel routing affect agent statuses in Zendesk?
When you activate omnichannel routing in Zendesk, agent statuses are managed as unified agent statuses, and Chat availability statuses are no longer supported. This means that operating hours won't automatically change agent statuses, and if you…
How can I translate Chat settings into omnichannel routing configuration?
Before activating omnichannel routing, it's important to record your existing Chat routing settings, as they won't be visible afterward. You can map these settings to the new omnichannel routing configuration to ensure a smooth transition. For…
What are the limitations of Chat features with omnichannel routing?
When using omnichannel routing, some Chat features have limitations or are unsupported. For instance, only the 'assigned' routing mode is supported, and hybrid assignment isn't available. Additionally, standalone Chat skills-based routing isn't…
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