Digital calls, priorities calls routing



  • Official comment
    Rohan Gupta
    Zendesk Product Manager

    Hi Gerardo,

    Thanks for the feedback!

    Currently, multiple group routing supports only the primary group and a group of secondary groups. The primary group is tried first and then agents are pooled from all the secondary groups and tried for the call. Here are more details on routing.

    It will be nice to know more about your use case. How are you using multiple groups and what is the use case behind using more than 2 groups.

    Thanks Again!


  • Gerardo

    Hi Rohan Gupta,

    Thanks for the reply. 

    We have for now two groups for each line one primary lets called it 1 and the second group 2. 

    We use Digital lines from the webwidget. We noticed some strange behavior we have agents in group 1 and group 2, but the call seems to not go through the 2nd group. We are having some abbandonde calls, not sure because of something related to the routing. Is there somehow a way to understand what the issue or the routing works when the all the agents are in a call. 

  • Rohan Gupta
    Zendesk Product Manager

    Hi Gerardo,

    When all agents are on call, the incoming call should wait in the queue till either maximum queue waiting time expires or an agent becomes available.

    In the case you have described, if agents are available in group 2 to pick up call, call should flow to those agents, however one nuances that I want to highlight is that if you have focus mode enabled on your instance and the agents are on a chat, call will not flow.

    In the case of setting not working properly for your instance, please do raise a support ticket with Zendesk and we can investigate it further.




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