Omnichannel Routing's Impact on Agent Statuses
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 use the Agent Availability APIs, the Department status and Account status Chat trigger conditions won't work.
Additionally, agent statuses set using the Conversation APIs can't be used to route live chats after omnichannel routing is activated. These changes streamline the management of agent statuses across different channels, but require some adjustments if you're transitioning from a Chat-only setup.
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…
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….
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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