Agent group

3 Comments

  • Pedro Rodrigues
    Community Moderator

    Hi mithilesh kumar, I'm not sure I understand what you mean by 'dynamic agent groups', exactly - sorry. Could you please clarify? If possible, please do share an example use case for what you're trying to achieve.

    Thanks in advance!

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  • mithilesh kumar

    Hi Pedro,

    Thank you for getting back to me.
    For example we have set of common agents in a sales & marketing group.
    So whenever we need to move the agent from sales to marketing group we have to manually open the agent profile and change the default agent group to marketing.

    Is their a way that I can simply add a skill or role to an agent whenever I want to move agent from sales to marketing or vice versa.

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  • Pedro Rodrigues
    Community Moderator

    Hello mithilesh kumar, thanks for the example! To my knowledge, there isn't an immediate way to have agents reassigned from one group to another dynamically.

    Automatic group reassignment would also depend on which criteria should trigger that kind of change. That is, how do you know it's time to move an agent from Sales to Marketing?

    There may be a few workarounds for this, however. I'll share a couple of options:

    Same group, different views

    The easiest way would be having all agents under one group, "Sales & Marketing", and then create specific views for each area. You would need to instruct the marketing agents to attend the marketing views, and the sales agents to attend the sales views. This solution is not dynamic, requires you to reorganize your team, and the efficiency depends on whether the agents attend the correct views... But it's the simplest.

    Skills-based routing

    Another solution is setting skills-based routing. You can create skillsets and skills, and set these skills for each agent (i.e. an agent can have the "Marketing" skill, the "Sales" skill, or both).

    The only downside of this is that Zendesk sets ticket skills before triggers. This means that if you need triggers to tag or change new tickets in order to decide whether it's for sales or marketing, then the only solution would be having triggers to set skills via a target.

    Hope this helps!

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