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Omnichannel routing - Global Routing configuration to allow multiple settings per brand
Posted Nov 26, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like to have the ability to have multiple Global Routing settings, so that users with multiple brands can utilize different sets of features that may not suit the other brand.
What problem do you see this solving? (1-2 sentences)
For us, we have 3 brands under our 1 enterprise level account. There are many things you can do with brand settings for triggers, automations, etc, but when it comes to Omnichannel routing, all brands need to agree to utilize the same settings.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem happens on a daily basis. One brand would like to utilize skill based, the other would like Roundrobin. Since we are limited to choosing this globally, we have our hands tied. This is critical for our business.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
I have not found a workaround or an app to help.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like to see the ability to have multiple omnichannel routing configurations saved, one for each brand you have on your product.
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3 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
1
Barry Neary
Hi John
We do plan to have different routing cponfigurations for different queues - so you have have a queue for each brand and apply different routing settings to each queue
I dont have a timeline for this at present
1
Scott Tynan
+1
0