Freshdesk Contact Center supports only two levels of queue interaction as of now. When you go to Admin>Call Workflows and select a new call flow, you will see the following screen.
Within a call queue, you can choose the caller to send to another call queue (smart escalation) for the following conditions/rules:
- If agent/team is online but not answering
- If agent/team is online but busy
- If agent is offline
In the screenshot above, you can see that within the second call queue (child queue), you will not have the option to send to another call queue.
Note: The smart escalation option is available only from the Pro+ plan.