Fixing Talk Call Routing Issues with Omnichannel
Why are Talk calls not routing to the right groups with omnichannel routing?
Talk calls may not route correctly to the right groups when omnichannel routing is enabled due to trigger configurations. With omnichannel routing, a ticket is created immediately, allowing triggers to run on Talk tickets, which can affect routing. Adjust your triggers to exclude tickets created with the Talk channel to prevent unwanted routing. Use the condition: Ticket > Channel | Is not | Phone call (incoming).
More related questions
Why can't I see the Omnichannel routing settings in Admin Center?
If you're unable to see the Omnichannel routing settings in the Admin Center, it might be due to not meeting certain requirements. To access these settings, ensure you meet all the necessary criteria outlined in the Zendesk documentation. For more…
Why are there abandoned call tickets in our queues after enabling omnichannel routing?
Enabling omnichannel routing can result in abandoned call tickets appearing in your queues. This happens because the 'Create tickets for abandoned calls' setting isn't supported with omnichannel routing. To manage this, you can use a workaround to…
Why can't I perform certain actions after enabling omnichannel routing?
If certain actions are unavailable after enabling omnichannel routing, it might be due to known limitations. Review the limitations outlined in the Zendesk documentation to understand what might be affecting your setup. For more information, see…
Why are agents getting more tickets than allowed after enabling omnichannel routing?
If agents are being assigned more tickets than their capacity allows after enabling omnichannel routing, it could be due to configuration issues. To troubleshoot this, review the relevant Zendesk article that explains why agents might receive more…
Why aren't messaging tickets being routed with omnichannel routing?
If messaging tickets aren't being routed with omnichannel routing, it might be due to how your queues are set up. For standard queues, tickets need to be assigned to a group before routing. Adjust or create triggers to assign groups to messaging…
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