Turning off omnichannel routing

Switching routing off returns agents to picking from views. Straightforward, provided the views still exist.

Switching routing off returns agents to picking from views. Straightforward, provided the views still exist.

Turn it off

1. In Admin Center, click Objects and rules and select Omnichannel routing > Routing configuration.
2. Turn routing off.
3. Save.

Tickets already assigned stay where they are. New ones are not assigned, so somebody has to pick them up.

Check your views first

Teams that ran on routing for a year often let their views go stale, because nobody was using them. Turning routing off then leaves agents looking at lists that no longer match how work is organised.

Look at the views before you flip the switch, not after.

Tell the team before

Agents who have had work handed to them will not naturally go looking for it. Without a word, the queue stops moving, and it looks like tickets stopped arriving.

Reasons people turn it off

• It was turned on before the groundwork. Usually statuses or capacity. The fix is the groundwork, not switching off.
• The team is small enough that it added nothing. A fair reason.
• A change went wrong and this is the fastest way back. Reasonable, and worth revisiting once it is understood.

Your configuration is kept

Queues and capacity rules are not deleted. Turning routing back on picks up where you left off, which makes this a safe thing to do in an emergency.

See also

• Why an agent receives no tickets
• Turning on and setting up omnichannel routing
• What a view is and what you use it for