How does call routing work with omnichannel routing?

Question

In what way does enabling omnichannel routing affect the routing of a call?

Answer

With omnichannel routing on, call routing involves both Talk settings and Support triggers. Incoming calls become tickets before being offered to agents.

Note: When you enable custom unified agent statuses, call routing only occurs to agents with permission to receive calls. On an Enterprise plan, admins can see the number of available agents in Explore.

When Omnichannel routing is off, Talk settings alone manage call routing. Calls are directed to agents as per these settings and become tickets once answered.

For more information, check this article: Managing your omnichannel routing configuration.

Tip: If you're using Omnichannel routing, check out the Zendesk Omnichannel: Agent state dashboard to understand how your agents are spending their time.