Setting a group with no agents as the Primary group in Zendesk Talk allows for even call distribution among secondary groups.
When you configure your Talk line's Routing settings this way, inbound calls will bypass the empty Primary group and be routed to the enabled secondary groups based on agent availability. This setup helps ensure that each group receives a similar number of calls, provided omnichannel routing is not enabled.
To evenly distribute inbound calls among multiple agent groups in Zendesk Talk, you can use a simple workaround. First, create a new agent group without adding any agents to it. Then, go to your Talk line's Routing settings and set this empty group…
The workaround for routing calls to multiple groups in Zendesk Talk involves setting up a Primary group with no agents. To do this, create a new agent group and leave it empty. In your Talk line's Routing settings, set this empty group as the…
No, omnichannel routing in Zendesk Talk does not support even distribution of calls among multiple groups. When omnichannel routing is enabled, calls are only routed to the primary agent group. This means that the workaround of using an empty…