We have a small team and need support calls routed to agents in a specified order, rather than round-robin style that Talk currently uses. I'd really like to start using Talk, but not being able to prioritize agents in some way makes it unfeasible for us. Just being able to set it to try Agent 1, then Agent 2, then Agent 3, etc. would meet my needs, but it would be more future-proof if you could mix ordering and round-robin. For example, have a group with Agents 1, 2, and 3 that would all be tried first in a round-robin style, then move on to a second group with Agents 3 and 4 ONLY if nobody in the first group was available.
Feedback submitted
Ability to set agent priority for Talk routing
- Product Manager
Hi @chris48
This is actually possible. When using Omnichannel routing you can assign skills to agents in a way that the most “skilled” one would be the first to be served the call, and so on. Additionally, with the recently released Omnichannel Queues, you can create rules for assigning calls to primary and secondary groups.
Hi Widson! Thanks for directing me towards those functions. We're on a Growth plan and don't have the agent workspace turned on yet to be able to set any of that up, but I can speak to my account rep about upgrading to a Pro plan if it will help me accomplish this! Before I do, can you tell me if I can setup Omnichannel routing such that tickets submitted by email or ticket form will just drop into the queue and not be automatically assigned, while still being able to route calls to agents via skills or queues like you described?
- Product Manager
Yes, that should be possible. All tasks will go into a single omnichannel queue, but you can route them to different groups based on the channel of the ticket (Talk, Email, Messaging, etc.). I would suggest testing this on a Sandbox, but sandboxes are only available for Suite Enterprise. The alternative is to set up a free trial Suite account so you can test it before upgrading.
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