Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Switching routing on changes how every agent receives work, so the order you do things in matters more than usual.
The order to do it in
- Set up unified agent statuses and make sure agents understand them. Routing only assigns to people who are available.
- Create capacity rules so there is a limit on what each agent holds.
- Check your routing trigger. Group-based routing needs a trigger that sets the group, because routing works within groups.
- Turn on omnichannel routing in Admin Center.
- Start with one channel and one group.
- Watch it for a week before extending.
Do not turn it on for everything at once
This is the mistake that produces a bad week. Agents who have chosen their own work for years suddenly receive it, statuses that nobody was maintaining now decide whether they get anything, and every gap in your configuration shows up at once.
One group, one channel, a week of watching. Then the next.
Statuses become important overnight
Before routing, an agent status is a courtesy. After, it decides whether work reaches them. An agent who leaves themselves on away gets nothing, and an agent who never sets themselves away gets tickets while at lunch.
That is a conversation with the team, not a setting, and it is the part most likely to go wrong.
Views still work
Routing does not remove views. Agents can still look at queues, and supervisors still need to. What changes is where the next piece of work comes from.
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