š” Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.
Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.
Proposed Enhancement:
Introduce an optional "Escalation-Only Mode" for agents assigned to queues (e.g., Supervisors), where:
They do not receive standard queue calls, even if set to Available.
They are only eligible to receive:
Manually transferred or warm-transferred calls
Escalation-flagged calls
Requeued calls from agents with a specific tag or reason code
Business Justification:
Helps maintain clean call distribution logic.
Prevents unintended interruptions to supervisors' workload.
Supports quality assurance by avoiding routing calls outside escalation use cases.
Avoids using RingEX direct transfers which can interfere with CX call recording/logging.
Workarounds Considered (but not ideal):
Creating a separate escalation queue (adds complexity).
Using RingEX direct transfers (breaks native analytics and recordings).
Manually toggling states (prone to human error and delays).
