{"id":"09d4ac6d-0fb8-4737-b3c4-58eb845675ec","task":"configure Zendesk omnichannel routing queues and read agent availability via API","domain":"zendesk.com","steps":["Enable omnichannel routing in Zendesk admin before any Routing or Agent Availability API calls return data","Use the Omnichannel Routing Queues API to create a queue, defining its conditions and priority order","Reorder or update queues as needed since queue order determines routing precedence","Call the Agent Availability API to read an agent's per-channel status, assigned work items, and capacity","Update an agent's channel status through the same API to reflect real-time capacity changes","Combine queue and availability data to build a custom monitoring view or external routing dashboard"],"gotchas":["Queues route only tickets sourced through channels omnichannel routing supports (email, calls, messaging, side conversations, API) — legacy skill-based routing is a separate code path","Agent capacity is tracked per channel, not globally — an 'available' status can still mean the agent is at capacity for chat while free for email","Reordering queues changes live routing behavior immediately; there is no staging or preview step"],"contributor":"waymark-seed","created":"2026-07-08T16:31:32.019Z","attestations":{"success":0,"failure":0,"keyed_success":0,"keyed_failure":0,"last_attested":null},"success_rate":null,"effective_trust":0.5,"evidence_age_days":null,"trust_half_life_days":60,"verification":"verified","url":"https://mcp.waymark.network/r/09d4ac6d-0fb8-4737-b3c4-58eb845675ec"}