Why Zendesk is Implementing Omnichannel Routing

Why is Zendesk implementing omnichannel routing automatically?

Zendesk is implementing omnichannel routing to enhance customer support operations by improving service levels and maximizing agent productivity.

As customer requests grow, it's crucial for support teams to efficiently manage workloads. Omnichannel routing assigns work directly to agents based on availability, capacity, and skill set, which can improve metrics like first response time. It also aids in better resource planning and agent training by providing accurate reporting on agent activities.

More related questions

What is the automatic activation of omnichannel routing in Zendesk?

Zendesk is rolling out automatic activation of omnichannel routing for select accounts. This feature aims to improve service levels by routing tickets directly to agents, enhancing productivity and reporting accuracy. If your account is eligible,…

How can I use omnichannel routing after it's activated?

Once omnichannel routing is activated for your account, you can start using it by setting up a routing tag and a routing trigger. This setup allows tickets to be routed directly to agents, improving efficiency. You can use the default configuration…

What should I do if I don't want to use omnichannel routing?

If you prefer not to use omnichannel routing after it's activated, no action is required. Your existing workflows will remain unchanged. However, if you don't want to report on agent statuses, agents can ignore the status picker. To completely…

Can I turn off omnichannel routing in Zendesk?

Yes, you can turn off omnichannel routing at any time if it's not suitable for your workflow. To do this, navigate to the Admin Center and disable the feature. This allows you to maintain your existing workflows without the influence of omnichannel…

How can I report on agent status with omnichannel routing?

With omnichannel routing, you can report on agent status using Zendesk's Explore tool, which includes an omnichannel dataset. This dataset provides information on agent status and activity, allowing you to create detailed reports and dashboards….

What should I do if I have questions about omnichannel routing?

If you have questions, feedback, or feature requests regarding omnichannel routing, you can visit Zendesk's community forum. The forum is a place where Zendesk collects and manages customer feedback, allowing you to engage with other users and the…