Sarah Madison

I would also like to know more about routing calls. Ideally, we would like to have it where if a call comes into a direct line to an Agent and if that Agent is not available, it goes to their designated back up Agent, if that back up is also not available, then it will roll to the next available Agent in our Customer Service group. Is something like that possible? 

I have the same question as Dayner! Was this one able to be solved? Thanks so much in advance!

Thank you so much for this! This is great! 
Quick question though. Rather than "First Reply", is there a way to measure “First Solve”? I don't see that option in the metrics, but I believe there is a data point you can pull for other reports that is first solve time? 
Thank you in advance for the help!