Calls: Support routing fallback & round-robin distribution for incoming calls
in progress
Suhana Hamzah
Business problem:
- As a user, I want incoming calls to be routed more reliably so contacts can still reach an agent when there is no assigned agent yet, or when the assigned agent does not answer
- Currently, calls from unassigned contacts may ring broadly, while calls from assigned contacts depend heavily on the assigned agent answering
- As a result, incoming calls can still be missed even when other agents may be able to help
Desired outcome:
- Support fallback routing when the assigned agent does not answer, or when there is no assigned contact
- Support round-robin distribution so incoming calls can be distributed more evenly across agents
- Allow teams to configure routing based on how they want calls to be handled
Use cases:
- A sales team wants calls from new or unassigned contacts to be distributed more evenly so leads are less likely to be missed
- A support team wants another agent to be able to answer when the assigned agent does not pick up
- A team wants incoming calls to be routed in a more structured way instead of relying only on broad ringing
Current workaround:
Not available - current call routing either rings broadly for unassigned contacts or depends on the assigned agent answering
N
Nabilah Binti Salleh
updated the status to
in progress
N
Nabilah Binti Salleh
updated the status to
planned
N
Nabilah Binti Salleh
Merged in a post:
Problem: Call Assigned But Assignee is Not Picking Up
I
Iaroslav Kudritskiy
Business Problem:
- the user sets up assignment logic
- incoming call rings for the assignee
- the assignee does not pick up for some reason
- the business needs a way to either prevent this or some time of fallback mechanism that would allow a call to be reassigned after some number of rings
N
Nabilah Binti Salleh
Merged in a post:
Allow call assignment specified to user/team
Chancery Chen
Currently, we want to route new contact calls to specified user/team but not able to do so.