Omnichannel routing resources

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

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

Omnichannel routing ticket queuing and assignment scenarios

Reporting

Overview of the omnichannel agent state dashboard

Analyzing agent state

Metrics and attributes for agent state

Seeing live agent status and activities

Troubleshooting

How can I troubleshoot common omnichannel routing issues?