Freshcaller supports only two levels of queue interaction as of now.
When you go to Admin>Call Flows and select new call flow, you will see the following screen.
You can choose who attends the call, and also configure what happens for three possibilities —
- Agent is online but not answering
- Agent is online but busy
- Agent is offline
You can choose what happens for each of these cases, if you choose the 'Send to another call queue' option under 'Do This', another call queue appears and you will be able to configure options for this queue. If you notice under the second queue, you will not be able to see the option 'Send to another call queue' under 'Do This'. This is because Freshcaller supports only two levels of queue interaction currently.