How Call Routing Works with Omnichannel - Frequently asked questions
Discover answers to common questions about call routing with Omnichannel enabled. Learn how it impacts your support operations and improves customer experience.
Frequently asked 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…
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…
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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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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