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Hybrid assignment in Omnichannel Routing

Related products:Chat/Messaging
  • October 20, 2023
  • 5 replies
  • 2 views
Viachaslau11

Curently Omnichannel Routing does not support Hybrid assignment. We're really looking forward to this feature being released. We’ve tried two options (with Omnichannel Routing and without it) and surprisingly the second one (not to have Omnichannel Routing) gives a better result. 

Each agent has its own productivity, and accepting additional chats by manually picking up from NEW view is inconvenient. At the same time increasing capacity limits create a mess and missed because chats get stuck with agents who do not accept them, or start jumping from agent to agent. I tried different capacity rules for new / middle / experienced agents but it only helped a little.

Hybrid assignment is a must have feature for us.

    5 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • October 24, 2023
    Hey Viachaslau, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
    Ryan51
    • Ryan51
    • October 27, 2023

    Just chiming in with the same feedback here. Allowing agents to pull additional chats beyond their capacity at times is pretty critical for us. We keep most of our agents in play mode as well, so we don't even have the option of exposing new tickets in a view for agents to play through. 

      Barry Neary
      • Barry NearyProduct Manager
      • Product Manager
      • November 2, 2023

      Hi,

      With omnichannel routing, an agent can assign themselves as many messages as they wish - they can go to a view showing new incoming messages and self assign beyond their max capacity.

      Does this address the above issue?

      Viachaslau11
      • Viachaslau11
      • Author
      • Newcomer
      • November 2, 2023

      Hi @barry14

      It's inconvenient and slows down agents work so much that we disabled Omnichannel Routing completely. 

      We're all human and we can't all work with the same performance. We tried to find average capacity limits that would work for everyone, and it didn't work. We tried to create different capacity rules for different groups of agents, and that didn't work either. In the end, the problem is that for some agents the rules are beyond their current capabilities and chats start jumping from agent to agent. Agents who can do better are asking for more chats. But they can't accept them because the chats are jumping between agents who can't accept them.

      As a result, the overall performance of the team is worse when you enable Omnichannel Routing (!).

      We'd like to create capacity rules, but allow more productive agents to accept more chats via the "accept chat" button. In the old chats, Hybrid assignment allowed us to work more efficiently.

      Viachaslau11
      • Viachaslau11
      • Author
      • Newcomer
      • May 12, 2025

      @barry14  is there any chance of this feature (Hybrid assignment in Omnichannel Routing) ever coming out? 😌

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