Question
A number of tickets were systematically routed from one agent back to the group. There aren't any triggers or automations responsible for the reassignments. None of my agents reassigned these tickets. Why were tickets randomly reassigned back to the group?
Answer
When you remove the current assignee from a group, the ticket maintains its group status.
If an agent is assigned tickets in a particular group and then removed from that group, those tickets are automatically reassigned back to the original group. In some cases, the admin removed the original assignee from that group.
For more information, see the articles: Best practices for removing agents and Best practices for deleting groups.
2 Comments
Hi, This is great. I do have a question thoguh. I have 2 agents who are in quite varied roles and they will frequently move in and out of groups. Is there a way we can keep them in all groups but only allow phone calls to come through to them from one of the groups they are part off? Eg if an agent is part of "sales", "internal support" and "contact centre" can I keep them in all of these groups but only have calls from "internal support" routed to them?
Cheers, Josef
I think the only way to do that would be to maintain special groups for the routing of calls. If you like, please post to our Feedback - Voice (Talk) topic, using our Product Feedback Post Template to format your input. Thanks!
Please sign in to leave a comment.