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Routing by group

  • August 23, 2022
  • 1 reply
  • 0 views
M

Is it possible to put in rules to only route to certain agents? 

For example, we have agents that specialise in sales and agents in support. We'd need to therefore route to those agents dependent on the group of the ticket. 

    1 reply

    Barry14
    • Barry14
    • August 23, 2022

    Hi Meg, yes - in the capacity rules, you can create a capacity rule which has maximum capacity for those agents you dont want to be routed work set to 0. Then assign the relevant agents to that capacity rule.

    Any agent with zero maximum capacity will be ignored by the routing, independent of what their agent status is.

    Barry

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