So we have our main inbound phone line, and our daily shift sees 2-3 agents scheduled for to take calls.
We would like to have an overflow line on which a backup agent could be online all day, but to which calls would only be routed if both agents on the main line are busy (or if there are X amount of people in the queue). Since all our agents would rotate shifts on the main line and backup line, it isn’t feasible to set this up as 2 groups which agents are added and removed from.
Is there a way to easily have agents choose which line they’re available on on a daily basis or to set up an overflow like this, without having to add and remove them from groups? Am I missing something?