Omnichannel routing
Articles
- What omnichannel routing is and what it replaces
- Turning on and setting up omnichannel routing
- How queues work
- Creating a custom queue
- Subqueues and predictive routing
- Editing and managing queues
- Routing on priority
- Round robin for email, messaging and calls
- Planning your routing configuration
- Turning off omnichannel routing
- Why an agent receives no tickets
- Guided mode: giving agents one ticket at a time