We have a use case wherein a team wants to be available to take calls for a department, but only when forwarded internally (not part of the original routing). We can kind of get around this by setting up a group that is unique to the 'tier 2' team, but transferring away from the original group impacts our reporting.
Would love to see an invisible status on talk similar to chat wherein talk requests could be routed internally to the agent but they wouldn't be offered net new calls. Looking forward to your thoughts!
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