▲ 1 r/Zendesk
Omnichannel routing is assigning to offline agents
Hello, we recently turned on OmniChannel routing, previously we just worked from the views and had different groups.
I do not have it checked to go back to the original assignee because that was a disaster, but I am having agents assigned work that have been in offline status for hours, or at lunch (which is set for no capacity). What am I missing?
I currently have it set up to route via queues and then groups. I just don't know what else to do, I am monitoring it constantly now. Any ideas?
u/LCJdogs131519 — 3 days ago