Axel

This would indeed be very useful. I'm having the same issue with my team

Hi Sean,

Thanks for the advise. I checked multiple group routing and the problem I seem to run into is that if I set different groups for routing, then the resulting tickets will also be assigned to the group that received the contact. Can you confirm this? If so, is there a way to revert it?

The result I'd like to get is: calls are routed with a preference to group A, then to group B, but the resulting tickets are assigned to group C, and the particular agent.

Thanks,

Axel

As a manager, I would like to be able to route calls preferably to certain agents. Inversely, I would like certain agents to not get calls at all, unless no one else is available.