Route to Agent
The Route to Agent element transfers a call directly to a specific agent, bypassing any queue. This is useful when a caller needs to be connected to a particular person rather than the next available agent.
Connections
| Connection | Description |
|---|---|
| I – Input | The entry point for this element. Connect from the preceding element in your IVR flow. |
| N – Output | The path taken when the specified agent cannot be found or is unavailable. |
| E – Error | The path taken if the element encounters an error. |
Settings
| Field | Description |
|---|---|
| Name | Give the element a clear name so it is easy to identify within your IVR flow. |
| Description | Optional. Add a note to explain the element's purpose — useful in more complex flows. |
| Agent Can See This | When enabled, agents can transfer a live caller directly to this element via the IVR Transfer option. |
| Supervisor Can See This | When enabled, the element is visible in the IVR Transfer list for users with a Supervisor role. It remains hidden from all other users. |
| Result Code | Assign a result code to this element to track calls routed through it. |
| Login | Select the agent you want to route the call to. |