How can I route calls according to the agents' availability?
Modified on: Sat, 3 Jun, 2017 at 1:37 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
In the phone settings under Admin -> Phone -> Edit-> Settings, when you move down to "Call Routing" section, you would have two options - "Call idle agent first" or "Call all agents". When the former option is selected the call would be routed to an agent who has been inactive on the phone channel for the longest amount of time. If the later option is selected the call would ring for all agents irrespective of how many calls they have attended previously.
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