Hi team,
We hope you are doing well.
We would like to request an important enhancement related to the way we manage agents in departments and queues.
Currently
Departments and queues are not connected. When we add an agent, we have to add them to every relevant queue manually. When an agent moves to another team, we have to remember to remove them from the old team's queues and add them to the new team's queues. This applies whether agents are added directly in Zoho Voice or imported through Zoho One.
Example
An agent moves from Support to Sales. We change their department, but they keep receiving Support queue calls until someone removes them from each Support queue manually. At the same time we have to manually add them to the Sales queues - and again do it manually.
What we're asking for
An optional link between departments and queues. In the department settings, let admins select the queues that belong to the department:
- When an agent is added to the department, they are automatically added to those queues.
- When an agent is removed from the department, they are automatically removed from those queues.
Why it matters
It makes onboarding and team changes a single step, and calls stop ringing to agents who are no longer on that team.
Thanks,
Ram