Prioritize calls to certain agents - Ability to put agents as 'backup' (while online) if the others are busy
AnsweredIt would be nice to have the possibility to decide which agents should take the calls (if we have multiple agents online) - and select which agents should be the backup in case the others are busy
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Official comment
Hello Tiziana,
Attaching an article on 'group routing' for your reference. This should provide a lot of answers to your question. In addition, skills based routing is on our short term roadmap so when that is rolled out, it will provide an additional way to help with your use case.
Hello大米,阿曼达(CI-StPaul),
Thank you for your question. Your use case looks like it's something we currently solve with our overflow functionality. Please get that a try and let us know if that solves your use case.
Thanks,
Sean
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We also need this functionality. Is there any way to set this up with Triggers, Omnichannel, Groups, or otherwise? All attempts to achieve the desired state shown below have failed. Incoming calls always follow round-robin.
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HiSean Chuang!
Thank you for the link, in here I can find how to route to groups, while it would be nice to route to specific agents, inside the same group, if the other agents are busy. So they act as a backup. As shown in the chart from大米,阿曼达(CI-StPaul).
The overflow of Zendesk is only available when the voicemail is OFF, unfortunately. So it does not currently apply to our IVR.
Thank you,
Tiziana
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