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Setting routing preference within Zendesk Talk

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Axel

Publicado 17 nov 2022

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.

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    Sean Chuang

    Zendesk Product Manager

    Hello Axel,

    Skills based routing will allow you to identify certain agents as 'preferred' so calls will be routed to them only. This is something we are currently in active development. Regarding the ability to prevent certain agents from getting calls unless no one is available, that is coming in the near future. 

    In the meantime, you can try using our "multiple group routing" feature which should address the bulk of your concerns. 

    Thanks,
    Sean

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    Axel

    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

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