Thanks to the new routing groups available on our platform, you can organise your teams in a flexible way by grouping your agents according to their role (agent, supervisor or administrator), group (i.e: contact centre) or skills (i.e: mobile, photography).
This way, you have a clear and scalable vision which enables you to organise your teams according to your needs.
Please note that:
Each type of value (skills, groups, roles) can match different values (i.e: community, after sales, etc.) (OR - "matches one of these values"), match all values (AND - "matches all these values") or do not match any values (NO - "does not match these values").
⚠️ Routing groups are updated in real-time: if you add new agents and they correspond to the segment of a routing group, they will automatically be added to this group.