Announcing percentage-based routing within omnichannel routing

Announced on | Rollout starts | Rollout ends
April 10, 2025 | April 10, 2025 | April 21, 2025

Zendesk is pleased to announce the ability to route specific percentages of work to different groups.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

When creating custom queues, you can now choose whether you want all of the tickets in the queue to go to a single set of primary and secondary groups or if you want to use subqueues to split the parent custom queue's tickets amongst different sets of groups. When creating subqueues, you specify the percentage of the tickets that should be sent through each subqueue and the primary and secondary groups that work should be sent to. Tickets entering the parent queue are then distributed between the subqueues randomly based on their percentage allocation.
For more information, see Creating custom omnichannel routing queues.

Why is Zendesk making this change?

Percentage-based routing can be used in a variety of ways, but is particularly useful for customers who outsource some of their operations to third parties. This practice is commonly referred to as business process outsourcers (BPOs). These BPOs are usually contracted to handle a certain percentage of the work. This new omnichannel routing option enables you to specify the ratio of tickets assigned to each group, regardless of whether it consists of internal or external agents.

What do I need to do?

This feature is being rolled out to all omnichannel routing customers on Enterprise plans. To begin using percentage-based routing, create or edit a custom queue and define subqueues.