Hi Chris,

Not sure if this is still being investgi

I’m using RingCX and we would be looking for something very similar in principle to what was suggested above, but applied to voice routing across queues.

Our use case would be as follows:

When an Enterprise client calls in:

The system first attempts to route the call to specific primary agents (e.g. Agent X or Agent Y) across all Enterprise queues.

If Agent X or Y are not available, it then attempts to route to a defined secondary group (e.g. Agents A, B, C) across those same Enterprise queues.

If none of those primary or secondary aligned agents are available, the call then routes to the next available agent within the Enterprise queues as normal.

The reason for this is that our Enterprise clients have designated Primary and Secondary aligned agents globally. We want those named agents to receive interactions first where possible, but without hardcoding routing to a single queue or risking excessive wait times.

Conceptually, I’d see this working similarly to how the APIs launched last March allowed searches for available agents across multiple tenants, but instead of searching broadly, it would prioritise specific agent IDs or names first before falling back to a wider pool.

This would allow us to deliver a more bespoke, relationship-led experience for key Enterprise clients, while still maintaining operational resilience and SLA protection when aligned agents are unavailable.

Happy to expand further if helpful.

Hello Michael,
Please provide use-cases where this functionality would be beneficial to your organization, and how it would be used.