Our customer service agents have accounts aligned to them. When the customer calls ideally we would route to the correct agent based on attributes of the organization (separate request). In the absence of that we are using the IVR to enable the customer to connect with their agent. In order to do that, we have to set up many groups with a single agent in each group. It would be preferable to have an IVR action that enable routing of the call to a specific agent with a backup of an entire group (or groups) if the agent isn't available.
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