amazing video. can't express how much i appreciate you taking the time to outline this. i'm working with our head of support to overhaul some ZD configs and we're moving into omni but it's not anything I've done before and it is something that the head of support has seen fail in implementation before (i think based on default channels of only voice and messaging being supported based on the info they've shared with me leading up to this point). regardless, this helped me build a checklist and start moving through our ZD implementation to prepare the groundwork for the cutover (building new groups, clearing conflicting triggers and rules around tags and other assignment loops etc). we make the final moves later today and i have a high level of confidence that MOST of our use case is well covered...and I believe that with the guidance you've provided here I can probably troubleshoot the odd fringe issues that will crop up based on rules and triggers i missed. IF NOT then we give you call for a contract gig haha
Hey Dominic! At 14:43 you mention you have capacity, but you have 38 assigned tickets. How is that having capacity when you at 3:47 set yourself to have capacity of max 5 email, 1 messaging and 1 talk?
But wouldn't it read at those tickets too and see that you have more current tickets than capacity allows? Does all agents need to freshly reassign all their tickets so their inbox is 0 when this feature gets launched?@@dominiccx
Hi Dominic, Can you explain what are active and inactive tickets in zendesk? Also, can you set rules in Zendesk to get an incoming ticket in a certain mailbox to a specific topic for example Account questions?
Let's take them one by one: 1. Inactive tickets, you mean closed or archived tickets? 2. You can use email targets to send a ticket to an email with a trigger.
Hi Dominic. Thank you for this video. I want to use the omnichannel routing but I'm not how to handle the following situation: What happens if an agents ends his shift and logs out but he still has unresponded tickets on his queue?
If the tickets were open and assigned to the agent, they remain as they are. The agent should clear their assigned tickets whether by response or unassignment before the end of their shift
@@dominiccx Do you know how we can remove these from their queue when they log out? At a huge scale of operation we have to expect that agents will often forget to do this
@@HotdogSosage You should be able to reassign these if agents don't take these on. Extracted from Zendesk: Turn on messaging reassignment timing: (Professional plans and above for Zendesk Suite, Support, and Chat) Reassigns work to a different team member if it isn’t addressed in the time you specify. More here: support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#topic_v24_2pr_wbc
Hey Dominic! Love your videos, and looking for some help. I have turned on, but would prefer to exclude emails and only use it for voice and messaging during my business hours. With my team's varying schedules and our workload, it works better for non-time-sensitive things to be left open and picked up by agents as opposed to assigned. Does omnichannel routing have a way to facilitate this?
I think what you're suggesting is to just not use omnichannel routing for email tickets. If you excluded emails already, agents can pick them up from the queue. Is this what you had in mind?
Hi, Dominic! Wanted to ask this. What is the reason why we're setting a condition Tags > Contains none of the following > omnichannel_routing then set an Action Set tags > omnichannel_routing. I know this works but just curious 'cause it seems contradicting. Thanks, Dom!
Hey @@dominiccx - wanted to ask a followup question on this: If an agent receives a call or chat but the issue isn't resolved, and the ticket needs additional work, do we need to set up a trigger to apply the OCR tag to these too? In our case, an agent may take a call, and use the ticket to get information from the client, and then send the ticket back into the queue for Tier 2 work. Also, just a point to clarify: "Set Tags" will reset the tags for the ticket removing existing tags and replacing them with tags defined in the trigger, no? This might not be a problem if the trigger fires when a ticket is first created, but we used "Add Tags" instead because our tickets may already have tags. This may negate the need for the "contains none of the following" condition, but I assume there might be a performance consideration for leaving it in. I can't thank you enough for your videos, we switched our whole team to OCR yesterday, and (almost) zero issues/complaints. I couldn't have done it without you.
@@skillit2 A ticket that had been worked on does no longer fall into the category of Omnichannel Routing. It already has someone that gave it attention, the ticket already has an assignee, the ticket can be assigned to someone who will see it in their views etc. As for the tag assignment, you are correct, if the ticket is not created, it's recommended to use the "add tag" instead of the the "set". I am happy this helped you.
Is it possible to set agent status through their API? I had a look over Zendesk's API documentation and it only gives the option to GET agent status. We want to programmatic set an agent status via an API call
Hi Dominic, i've applied your generous teachings to our setup. The tickets get tagged, but they are not assigned to any agent. I turned off skilled based routing, thats the only big difference with your setup. I have the trigger refering to the correct group that contains our agents that are online right now. The trigger sets the omnichannel tag correctly and sets the priority to normal. What am i missing. I rewatched your video multiple times and read the zendesk articles multiple times. Im not sure what i am missing.
Hmm, interesting. There are quite a few things that can cause this to not work. Can you please check if the tickets that are not being assigned with omnichannel routing belong to the right brand?
Hi Dominic, Thank you for this video. I have a question about auto-routing with OCR. You mentioned if we check "Turn on messaging activity routing" they will be assigned "democratically" once the first agent logs on in the morning. We don't want the first agent to get their capacity filled right when they login. If the first agent with 10 free capacity logs on while 15 tickets are in the queue, will their capacity be filled right away? And the next agent only gets assigned 5 tickets? Can we set them to only be assigned x tickets at a time?
@@dominiccx I have multiple times! I'm seriously confused by what you mean by "democratically" route to everyone on the team who is online. If the first agent logs in, no one else will ever by online. So I assume the first agent will get all the tickets? This is very unfair to the first agent if that is the case.
I found the answer! Omnichannel routing will assign all of these tickets waiting in the queue to the first agent that logs on if they fit the criteria. So not good! The first agent will be overwhelmed and agents who sign on later will have less to do. As we get more tickets throughout the day, things will even out, but it will always be an unfair at start of day
I see. I was stuck on the idea of tickets being opened during off hours and when the first person logging in, they'd get all the tickets. Which is fixed by that checkbox i mention in the video. I see, you mean if someoene doesn't have the criteria, they'd get the day off. No, that's not the case, if an agent if at full capacity, other next available agents would get tickets too. Have you looked ar queues too?
@@dominiccx Yes queues can help and there are other ways we can mitigate this problem. But this still is a major issue because our instance has not a lot of tickets, but they are more complex tickets that take longer. So if an agent's capacity is filled at the start of day, it might take them the whole day to complete such tickets, while other agents logging on may not even reach full capacity with the ticket flow throughout the day.
@@dominiccx true. We do work with multiple queues depending on some variables like tags. Tag X has more priority, so will move to the highest priority queue, which is only accessible to colleagues with certain skills. Would I just copy the queue requirements in the view and add "unassigned"?
If we are not utilizing Messaging or Live Chat, and only using Zendesk for ticketing and calls, is omnichannel routing a better solution than Round Robin for automated, skill-based routing?
Thank you so much! To confirm, the configuration work if I have not enabled Messaging? I completed the full setup but keep getting an 'invalid settings' error when I attempt to 'turn on omnichannel routing.' The only difference that I can tell from your video is that we have Messaging disabled and are using the classic web widget. Thanks in advance for any input!! @@dominiccx
Hello, This is very helpful, thank you so much. I have a question though. The Trigger you created for set tag omni_channel. Will that apply only to new incoming tickets, or it will apply also to the existing tickets also (tickets came in before the set up)?
@@dominiccx Thank you for your response really appreciate it :). A follow questions if you don't mind. Since it will only apply to new tickets, what happens to existing tickets then? How will it be assigned to agents automatically?
The setup we have is very complex, we have many customer service locations based on where our location is and we are all using the same Zendesk account. Just have it categorized using various methods. The challenge is we are looking into improving the workflow to where an agent is served tickets and we’re wanting to do it using omnichannel routing and skills routing but the rest of the corporation is not using omnichannel routing. If we toggle it on, would they be required to use it?
Hey @@dominiccx - I cannot remove agents from a capacity rule (all agents have to be assigned to some capacity) - can you let me know how you only enable omnichannel routing for part of the team? For example, we have our tech team who we want to pick cases manually, but our other teams we want the routing to kick in. Thanks!
@@MichaelOverbyJagt Did you try this? www.evernote.com/shard/s292/sh/e8d165ee-63ef-4415-ac3d-e22cecf716d8/1fTxMqHjqmAwJYwklXFbLzXmcRTCwTFYzDCuh1OnKW3CiXdssWdNb6GoBg
@@MichaelOverbyJagt I think as a workaround you can create a default more "loose" capacity rule and then a new one that includes only these agents you have in mind to be using it in a "heavy" matter.
amazing video. can't express how much i appreciate you taking the time to outline this. i'm working with our head of support to overhaul some ZD configs and we're moving into omni but it's not anything I've done before and it is something that the head of support has seen fail in implementation before (i think based on default channels of only voice and messaging being supported based on the info they've shared with me leading up to this point).
regardless, this helped me build a checklist and start moving through our ZD implementation to prepare the groundwork for the cutover (building new groups, clearing conflicting triggers and rules around tags and other assignment loops etc). we make the final moves later today and i have a high level of confidence that MOST of our use case is well covered...and I believe that with the guidance you've provided here I can probably troubleshoot the odd fringe issues that will crop up based on rules and triggers i missed. IF NOT then we give you call for a contract gig haha
Oh man, sweating at the end like a mofo 😂
Hot topic and my man can't handle the heat 🔥
Hey Dominic!
At 14:43 you mention you have capacity, but you have 38 assigned tickets. How is that having capacity when you at 3:47 set yourself to have capacity of max 5 email, 1 messaging and 1 talk?
Because I had a bunch tickets from before activating the feature.
But wouldn't it read at those tickets too and see that you have more current tickets than capacity allows? Does all agents need to freshly reassign all their tickets so their inbox is 0 when this feature gets launched?@@dominiccx
Hi Dominic, Can you explain what are active and inactive tickets in zendesk? Also, can you set rules in Zendesk to get an incoming ticket in a certain mailbox to a specific topic for example Account questions?
Let's take them one by one:
1. Inactive tickets, you mean closed or archived tickets?
2. You can use email targets to send a ticket to an email with a trigger.
I just ended my Round Robin subscription and will be testing OCR this weekend.
Nice one!
Update? I'm looking to get away from it too. How did you find it?
Hi Dominic. Thank you for this video. I want to use the omnichannel routing but I'm not how to handle the following situation: What happens if an agents ends his shift and logs out but he still has unresponded tickets on his queue?
If the tickets were open and assigned to the agent, they remain as they are. The agent should clear their assigned tickets whether by response or unassignment before the end of their shift
@@dominiccx Do you know how we can remove these from their queue when they log out? At a huge scale of operation we have to expect that agents will often forget to do this
@@HotdogSosage You should be able to reassign these if agents don't take these on.
Extracted from Zendesk:
Turn on messaging reassignment timing: (Professional plans and above for Zendesk Suite, Support, and Chat) Reassigns work to a different team member if it isn’t addressed in the time you specify.
More here: support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#topic_v24_2pr_wbc
Hey Dominic! Love your videos, and looking for some help.
I have turned on, but would prefer to exclude emails and only use it for voice and messaging during my business hours. With my team's varying schedules and our workload, it works better for non-time-sensitive things to be left open and picked up by agents as opposed to assigned.
Does omnichannel routing have a way to facilitate this?
I think what you're suggesting is to just not use omnichannel routing for email tickets. If you excluded emails already, agents can pick them up from the queue. Is this what you had in mind?
@@dominiccx Yes! Is there a way to only have this omnichannel function during business hours?
It only works when agents are online so it's built in.
Hi, Dominic! Wanted to ask this. What is the reason why we're setting a condition Tags > Contains none of the following > omnichannel_routing then set an Action Set tags > omnichannel_routing. I know this works but just curious 'cause it seems contradicting. Thanks, Dom!
Hi, the reason is because omnichannel routing works by default with chat and talk. We add the tag so the other channels are included in this schema.
Hey @@dominiccx - wanted to ask a followup question on this: If an agent receives a call or chat but the issue isn't resolved, and the ticket needs additional work, do we need to set up a trigger to apply the OCR tag to these too? In our case, an agent may take a call, and use the ticket to get information from the client, and then send the ticket back into the queue for Tier 2 work.
Also, just a point to clarify: "Set Tags" will reset the tags for the ticket removing existing tags and replacing them with tags defined in the trigger, no? This might not be a problem if the trigger fires when a ticket is first created, but we used "Add Tags" instead because our tickets may already have tags. This may negate the need for the "contains none of the following" condition, but I assume there might be a performance consideration for leaving it in.
I can't thank you enough for your videos, we switched our whole team to OCR yesterday, and (almost) zero issues/complaints. I couldn't have done it without you.
@@skillit2 A ticket that had been worked on does no longer fall into the category of Omnichannel Routing. It already has someone that gave it attention, the ticket already has an assignee, the ticket can be assigned to someone who will see it in their views etc.
As for the tag assignment, you are correct, if the ticket is not created, it's recommended to use the "add tag" instead of the the "set".
I am happy this helped you.
Is it possible to set agent status through their API? I had a look over Zendesk's API documentation and it only gives the option to GET agent status. We want to programmatic set an agent status via an API call
Good question, I'll have to check myself.
Hi Dominic, i've applied your generous teachings to our setup. The tickets get tagged, but they are not assigned to any agent.
I turned off skilled based routing, thats the only big difference with your setup.
I have the trigger refering to the correct group that contains our agents that are online right now. The trigger sets the omnichannel tag correctly and sets the priority to normal.
What am i missing. I rewatched your video multiple times and read the zendesk articles multiple times. Im not sure what i am missing.
Hmm, interesting. There are quite a few things that can cause this to not work.
Can you please check if the tickets that are not being assigned with omnichannel routing belong to the right brand?
Hi Dominic,
Thank you for this video. I have a question about auto-routing with OCR. You mentioned if we check "Turn on messaging activity routing" they will be assigned "democratically" once the first agent logs on in the morning. We don't want the first agent to get their capacity filled right when they login. If the first agent with 10 free capacity logs on while 15 tickets are in the queue, will their capacity be filled right away? And the next agent only gets assigned 5 tickets? Can we set them to only be assigned x tickets at a time?
Please watch the video all the way through as I tackle this issue as well. Let me know if you have any inquiries afterwards.
@@dominiccx I have multiple times! I'm seriously confused by what you mean by "democratically" route to everyone on the team who is online. If the first agent logs in, no one else will ever by online. So I assume the first agent will get all the tickets? This is very unfair to the first agent if that is the case.
I found the answer! Omnichannel routing will assign all of these tickets waiting in the queue to the first agent that logs on if they fit the criteria. So not good! The first agent will be overwhelmed and agents who sign on later will have less to do. As we get more tickets throughout the day, things will even out, but it will always be an unfair at start of day
I see. I was stuck on the idea of tickets being opened during off hours and when the first person logging in, they'd get all the tickets. Which is fixed by that checkbox i mention in the video.
I see, you mean if someoene doesn't have the criteria, they'd get the day off. No, that's not the case, if an agent if at full capacity, other next available agents would get tickets too.
Have you looked ar queues too?
@@dominiccx Yes queues can help and there are other ways we can mitigate this problem. But this still is a major issue because our instance has not a lot of tickets, but they are more complex tickets that take longer. So if an agent's capacity is filled at the start of day, it might take them the whole day to complete such tickets, while other agents logging on may not even reach full capacity with the ticket flow throughout the day.
hey, so when i tried it. 1) agents were getting chats while in calls. 2) live messages were not getting routed ... any idea why
Not sure. It worked for me 🙈
Is there a way to see which tickets are in the queue?
You could have a view showing you unassigned tickets which would be same thing, no?
@@dominiccx true. We do work with multiple queues depending on some variables like tags. Tag X has more priority, so will move to the highest priority queue, which is only accessible to colleagues with certain skills. Would I just copy the queue requirements in the view and add "unassigned"?
@@Maarten2290 yes, that sounds about right. Please test with a private view first to confirm?
If we are not utilizing Messaging or Live Chat, and only using Zendesk for ticketing and calls, is omnichannel routing a better solution than Round Robin for automated, skill-based routing?
Yes, it should be. Omnichannel routing is working well if configured correctly.
Thank you so much! To confirm, the configuration work if I have not enabled Messaging? I completed the full setup but keep getting an 'invalid settings' error when I attempt to 'turn on omnichannel routing.' The only difference that I can tell from your video is that we have Messaging disabled and are using the classic web widget. Thanks in advance for any input!! @@dominiccx
@@FeliciaHarrison-b7l that's right, it works with messaging turned on.
Hello,
This is very helpful, thank you so much. I have a question though.
The Trigger you created for set tag omni_channel. Will that apply only to new incoming tickets, or it will apply also to the existing tickets also (tickets came in before the set up)?
Hi Karl. It only applies to new tickets. Omnichannel routing cannot function retroactively.
@@dominiccx Thank you for your response really appreciate it :). A follow questions if you don't mind.
Since it will only apply to new tickets, what happens to existing tickets then? How will it be assigned to agents automatically?
@@karlangeldilag9618 Sorry, saw your name is actually Karl.
Existing tickets will have to be assigned manually or with business rules.
Can I automate changing the agent status based on a timezone?
Well, you can use schedules for timezones.
Great content!
Thanks Alexis! See you later today 🙌
The setup we have is very complex, we have many customer service locations based on where our location is and we are all using the same Zendesk account. Just have it categorized using various methods. The challenge is we are looking into improving the workflow to where an agent is served tickets and we’re wanting to do it using omnichannel routing and skills routing but the rest of the corporation is not using omnichannel routing. If we toggle it on, would they be required to use it?
You can select the agents where omnichannel routing should be appied to.
Hey @@dominiccx - I cannot remove agents from a capacity rule (all agents have to be assigned to some capacity) - can you let me know how you only enable omnichannel routing for part of the team? For example, we have our tech team who we want to pick cases manually, but our other teams we want the routing to kick in.
Thanks!
@@MichaelOverbyJagt Did you try this?
www.evernote.com/shard/s292/sh/e8d165ee-63ef-4415-ac3d-e22cecf716d8/1fTxMqHjqmAwJYwklXFbLzXmcRTCwTFYzDCuh1OnKW3CiXdssWdNb6GoBg
@@dominiccx Yes, but I don't want omnichannel routing to apply to all agents. How do you do so an agent is not assigned to any omnichannel routing?
@@MichaelOverbyJagt I think as a workaround you can create a default more "loose" capacity rule and then a new one that includes only these agents you have in mind to be using it in a "heavy" matter.