Recent searches


No recent searches

Workflow: Using queues in omnichannel routing to overflow calls to other groups



image avatar

Jacquelyn Brewer

Zendesk Documentation Team

Edited Jul 18, 2024


1

6

6 comments

Can this workflow be applied to a tiered support structure?

 

We use a single line for technical support, but would like to have calls overflow to our Tier2 group if there are no available agents in the primary call answer group (Tier1).

0


image avatar

Destiny

Zendesk Customer Care

Hello Stephen,
 
Thank you for reaching out. I appreciate the opportunity to address your query regarding the implementation of overflow in Omnichannel routing within a tiered support structure.
 
The short answer is affirmative. The overflow function is indeed adaptable to tiered support scenarios. Much like the process outlined for departmental overflow in the example on our page, the same principles apply to cascading calls between support tiers. When Tier 1 agents are all occupied, incoming calls will seamlessly transfer to your Tier 2 support group, ensuring continuous service availability and efficient customer support.
 
If you require any further clarification on setting this up or wish to discuss how it can be tailored to your specific operational needs, please do not hesitate to let us know.

0


Destiny thanks for the response. I would indeed like some help with setting this up.

Since moving to OCR we've struggled with getting overflow calls to work properly. Queues seem like a great addition to how Zendesk works.

0


With only Phone call (incoming) as the condition, will this queue setup ensure that overflow calls are routed to my Tier 2 agents when there are no Tier 1 agents available?and do I still need to use skills-based routing / skills timeout?

0


Please close this ticket. TY

0


I have this setup currently but I'm noticing only 1 agent from each group is getting the calls. Everyone else has 0. 

What other conditions are impacting other users not getting the call within the group?

0


Please sign in to leave a comment.