Omnichannel routing can be used to route tickets from email, calls, messaging, web form, and the API. To use omnichannel routing, theAgent Workspacemust be activated for your account. If your account has a Chat subscription, native messaging or Sunshine Conversations must also be activated. See theomnichannel routing requirements and limitations.

Additionally, before you activate omnichannel routing, you need todefine capacity rules to balance the assigned work between agents. There is a built-in capacity rule that is enabled by default, but you can define alternative rules that better meet your unique needs.

You should alsoreview your unified agent statuses. When you enable omnichannel routing, defaultagent statusesare automatically available for agents to use across channels. The default statuses can't be edited, but it's important to understand how they're configured. On Professional and Enterprise plans, you can alsocreate custom unified statusesfor agents to use across channels.

Afterdefining capacity rulesandconfiguring unified agent statuses智慧,打开omnichannel路由和配置它h an auto-routing tag and trigger. The tag controls whether or not an email ticket is automatically routed. The tag isn’t required for messages or calls because they are automatically routed to an available agent.

To turn on omnichannel routing

1. InAdmin Center, clickObjects and rulesin the sidebar, then selectOmnichannel routing > Routing configuration.
2. On theManage settingspage, selectTurn on omnichannel routing.

   

3. UnderAuto-routing tag, enter a unique name for your auto-routing tag, then clickCopyto copy it to your clipboard.

   This tag is used to indicate which tickets originating from email, web form, and API you want to be routed by omnichannel routing.

4. Next, click the trigger link andcreate at least one Support triggerthat will be used to add the auto-routing tag to email tickets (including web form and API) you want to route. SeeRequirements for the routing triggers.
5. When you are done, close the triggers tab and then, on theManage settingspage, clickSave.

   Now any tickets with the auto-routing tag will be automatically assigned to the group you selected and also be set to the priority you selected.

6. Finally,review and adjust your routing configurationas needed.

If you need to turn off omnichannel routing, seeDisabling omnichannel routing.

Examples of adding the routing tag and groups

• You want email tickets that come in from the “Very important bank” organization to be assigned the routing tag and assigned to the “VIP” group:
  • Create a trigger with the conditionOrganization>is>Very important bank.
  • Add an actionAdd tags> (_your routing tag name_).
  • Add an actionGroup>VIP.
• You want messaging tickets from a requester named “Celia Jones” to be assigned to the “Human Resources” group:
  • Create a trigger with the conditionRequester>is>Celia Jones.
  • Add an actionGroup>Human Resources.

Now that you’ve turned on omnichannel routing and set your routing tag, your final step is to configure how it distributes the messages. Once again, you’ll do this from the routing configuration page. An initial routing configuration is supplied with omnichannel routing. You can edit this to suit your needs.

To set up a routing configuration

1. InAdmin Center, clickObjects and rulesin the sidebar, then selectOmnichannel routing > Routing configuration.
2. On theRouting Configurationpage, click编辑next to the Initial routing configuration.
3. On the初始路由进行gurationpage, you can see the name and description for the routing configuration. On Professional and Enterprise plans, you can also configure the following values:
   • Turn on skills-based routing: (EAP) This routes email tickets to agents with matching skills who also have an eligible status and spare capacity. If you also selectFallback to routing model, work may be assigned to agents without the matching skill if none of the agents with the skill are available at the time. If you don't choose to fallback to the routing model, tickets with skill tags remain in the queue until an agent with the matching skill becomes available.
     Note:To use this feature you must be part ofthe EAPand havedefined skillsfor your account.
   • Turn on messaging reassignment timing: This reassigns work to a different team member if it isn’t addressed in the time you specify (Professional and Enterprise only).
   • Messaging timing (seconds): If messaging reassignment timing is enabled, specifies the time in seconds before work is reassigned to another agent. The timing is 30 seconds on Professional plans, and customizable on Enterprise plans.
   Note:On Enterprise plans, you can also set a reassignment timing threshold for incoming calls with theCall offering time limitsetting on theAdmin Center > Channels > Talk and email > Talkpage. SeeManaging Talk line settings.
4. When you are finished, clickSave.