Increase ability to route calls to agents


  • Ryan Laffey

    I second this. Instead of the current system where it is round-robin, based on the agent who has not been on the call for the longest amount time (I believe is the logic). I'd like to have a cascading system in which I have an agent who will be able to take the most calls and is first to ring whenever available, then trickle down as specifically assigned from there.

  • Dylan Saunders

    We used to use inContact before switching to ZD Talk, and it has this functionality — it's incredibly beneficial.


Please sign in to leave a comment.

Powered by Zendesk