I would be interested to know if it is possible to route incoming calls from existing users to different agents based on a specific user field?
Our bigger merchants have dedicated agents that are responsible for them. The responsible agent is an Organization field saved at the callers organization.
Currently we have a phone pool that answers all calls (1st level if you want to call it that). They route the calls to the main agents if they can't answer the questions themselves.
As soon as a caller is recognized by Zendesk, they should be assigned directly to the main contact who is linked to that specific organization.
Is that possible somehow? Thanks for your feedback.
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