Omnichannel Routing and Agent Status in Zendesk
How does omnichannel routing affect agent status and workload visibility?
Omnichannel routing in Zendesk allows you to see custom agent statuses and workload capacity across different channels. This feature provides a unified view of agent status, making it easier to manage workloads and availability. Without omnichannel routing, capacity information isn't available, and agents' statuses are limited to default states like Online and Offline.
More related questions
How can I view live agent status and workload in Zendesk Explore?
You can view live agent status and workload in Zendesk Explore by using the live dashboards. These dashboards allow you to see which agents are online and their current workloads across different channels like Support, Messaging, Chat, and Talk. To…
What are the steps to see which open work items are assigned to an agent?
To see which open work items are assigned to an agent, open the Agent workload vs. capacity window in Zendesk Explore. Use the search bar to find a specific agent, and select them to view their assigned work items. This window will show the agent's…
How can I change an agent's status in Zendesk Explore?
To change an agent's status in Zendesk Explore, you need to have the appropriate permissions, such as being a Support admin or having a custom role with report management permissions. Open the Agent workload vs. capacity window, select the agents…
What is the importance of agents signing in and out in Zendesk?
It's important for agents to sign in and out of Zendesk to accurately reflect their availability, especially if you don't use omnichannel routing. This ensures that the Explore dashboard shows the correct number of online agents. If agents don't…
What details can I see for each work item assigned to an agent?
For each work item assigned to an agent, you can see details such as the requester, ticket ID, status, account name, date requested, priority, group, and last updated date for tickets. For messaging conversations, you can view the requester, ticket…
Can I filter agent status and workload by channel in Zendesk Explore?
Yes, you can filter agent status and workload by channel in Zendesk Explore. This includes filtering by Email, Messaging or Chat, and Talk channels. When you apply a channel filter, the dashboard will only show workload columns relevant to the…
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