Need: two dimensional department routing
Use case: teams who speak multiple languages, and support multiple brands
Suppose I have a multi-brand and multi-language environment, and I need to route chats to agents that fit multiple criteria (i.e., they are in my German-language department, AND they are in the Acme Brand department). Can I route the chat to an agent that fits multiple criteria?
If not, it seems to me that the routing is limited to single departments and I can only route to a specific department. This means that if I also want to do specific Widget Support in my multi-lingual environment I will have to create the following departments and set up complex rules to route chats to the right one:
Acme Brand - English
Acme Brand - German
Widget Support - English
Widget Support - German
Is this the case?
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