Omnichannel routing streamlines how tickets are assigned to agents by directing customer requests from various channels, such as email, messaging, and voice, to the most appropriate team member. This ensures faster response times and a more seamless agent experience. There are several ways that your tickets can be assigned amongst your team. To understand the current available options, please refer to this article - Managing your omnichannel routing configuration.
Unified agent statuses play a key role in this process by allowing agents to set their availability across all channels in one place. This provides clarity on who is available to handle tickets and helps distribute work efficiently. The platform is currently configured with the native statuses, if there is a requirement to add additional statuses such as "Lunch" please see this article - Adding unified agent statuses.
Capacity rules further enhance omnichannel routing by ensuring agents are assigned a manageable workload. These rules are based on predefined capacity limits that consider the complexity and effort required for different ticket types, ensuring agents remain focused and productive. If you need to add add additional rules, please see this article - Creating capacity rules to balance agent workload. If there are certain users you wish to remove from omnichannel routing, this can be achieved by added the users to a custom capacity rule set to 0.