In Team → Workgroups
Go to the Team → Workgroups section and click to create a group or edit an existing one. There will be an option to drag & drop the selected workgroup members, so that you could organize their order in the group.
Don't forget to click on the check mark icon to save the changes!
In Call Flow
There is an option to create new workgroups in the Call Flow section, that allows setting up the custom order of agents there:
- Go to the Call Flow section and select Call to Group or Call Queue in the action menu:
- Click on the Add Workgroup button:
- On the showing menu, enter the new workgroup name, check off the agents you'd like to add to the workgroup, then drag & drop on the icons next to their names to change their order:
- Click OK to save the changes.
Please note that the order of members in a group matters if you select the Call to Group option with sequential calling in your call flow. In this case, calls will be routed to team members one by one, following the set order.
If you choose Call to Group with simultaneous calling, all team members will receive the incoming call at the same time.
The Call Queue option, on the other hand, uses a round-robin method to distribute calls evenly among group members.