Prioritize One Type of Call Over other calls within an IVR.


3 Comentários

  • Comentário oficial
    Sean Chuang
    Zendesk Product Manager

    Update May 24, 2023

    Hello Community,

    In 2023, we intend to roll out skills based routing. One of the benefits of skills is that we can create differentiation (e.g., importance level) between different groups within the queue. This should address the concerns here.

    We are also investing effort in 2023 on improving our universal queue's architecture. With that, we aim to provide benefits, including but not limited to, setting priorities within the universal queue. 

    Thanks for your patience.


    ------Hi Robert,

    Thanks for the feedback!

    This functionality is not in our roadmap at the moment. We will put it in the backlog for future consideration.



  • Brian Powers

    I have the same need. Please prioritize for future consideration if possible. 

  • Sydney Neubauer

    +1 we definitely have this need as one of our teams is Bilingual. 1 goes to english and 2 goes to french. As our entire team speaks English and only few speak French, we are wanting the French selections to go to the French team first before any of the english team. Is there a solution for this?


Por favor, entrar para comentar.

Powered by Zendesk