Thanks to the routing groups, you can organise your teams in a flexible way by grouping your agents according to their role (agent, supervisor or administrator), group (i.e: contact centre) or skills (i.e: mobile, photography). A routing group is given a name and a set of segments defining which agents to include in the group.

link GraphQL Schema definition

  • type RoutingGroup {
  • # The identifier of the group.
  • id: UUID!
  • # The name given to the group.
  • name: String!
  • # The identifiers of the agents currently matching all segments of the group.
  • userIds: [LegacyId!]!
  • # The list of segments defining which agents are included in the group.
  • segments: [RoutingSegment!]!
  • # The date and time when the group was created.
  • createdAt: DateTime!
  • # The date and time when the group was last updated.
  • updatedAt: DateTime!
  • # Identifies the website to which the routing group is attached.
  • # The routing group may only be used by routing rules attached to the same website
  • # and appears in report charts of this website only.
  • websiteId: LegacyId!
  • }