Routing by group

1 Comments

  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi Meg, yes - in the capacity rules, you can create a capacity rule which has maximum capacity for those agents you dont want to be routed work set to 0. Then assign the relevant agents to that capacity rule.

    Any agent with zero maximum capacity will be ignored by the routing, independent of what their agent status is.

    Barry

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