Omnichannel routing with unified agent status allows tickets to be directed to team members based on their availability and capacity. Agents can set their status for multiple channels at once. On Professional and Enterprise plans, admins can define custom statuses (such as In a meeting) and configure priority-based routing as well.
This page lists resources for understanding, configuring, and using omnichannel routing to meet your workflow goals. The following resources are available:
Overview
- About omnichannel routing with unified agent status
- Best practices: Planning your routing workflow
- About unified agent status
- About using skills to route tickets
- Routing options for incoming tickets
Configuration
- Turning on omnichannel routing
- Managing your omnichannel routing configuration
- Understanding omnichannel routing queues
- Creating additional omnichannel routing queues
- Managing omnichannel routing queues
- Configuring unified agent status
- Balancing your agent workload with capacity rules
- Using round robin routing for email, messaging conversations, and call tickets
Usage
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Setting your agent status with omnichannel routing
- Workflow: Using omnichannel routing to manage calls
- Workflow recipe: Automatically closing tickets created by abandoned calls
- Workflow: Using skills to route calls to specific agents
- Workflow: Using skills in omnichannel routing to overflow calls to other agents
- Workflow: Using queues in omnichannel routing to overflow calls to other groups
- Workflow: Using omnichannel routing queues to handle active and inactive messages differently
- Best practices: Using omnichannel routing to achieve first reply time SLAs
- Omnichannel routing ticket queuing and assignment scenarios
- Omnichannel routing isn't routing some of my tickets upon creation
Reporting
- Overview of the omnichannel agent state dashboard
- Analyzing agent state
- Metrics and attributes for agent state
- Seeing live agent status and activities
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