I have agents in two groups representing two tiers. Both teams handle tickets and calls in their respective groups. Calls and tickets for each tier are routed to their groups.
Occasionally I need a Tier 2 person to jump in and help Tier 1 with tickets, but I don't want them having to field calls from Tier 1. Has anyone set up something similar? The only things I've come up with so far are:
- Have the agent decline calls for Tier 1.
- Create a phone-only group for each tier.
Anyone have any other ideas?
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