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, both Talk settings and Support triggers determine how calls are routed. Incoming calls become tickets before being offered to agents.

Note: When you enable custom unified agent statuses, call routing only occurs to agents with availability 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 determine how calls are routed. Calls are routed to agents according to those settings and become tickets after an agent answers.

For more information, see 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.