I have the following setup:

4 support engineers assigned to a group called “Tech Support”, all with the role=Agent and all have access to ticket, phone and chat channels.

I am  setup as account admin. I am not assigned the role of Agent and I am not part of the Tech Support group.

When a caller calls our help desk number we see the following behavior across 3 scenarios related to the  FreshCaller Call config:

1. when “Caller will be attended by”=specific agent, the specific agent gets the call, which is expected
2. when “Caller will be attended by”=All Agents, all agents gets the call, I do not get the call which is expected as i do not have the role of agent in my profile
3. When “Caller will be attended by”=Tech Group”, NONE of the Agents assigned to the group get the call, whereas I who is not assigned to it, actually do get the call! This is not expected! this is also the preferred scenario as we have agents assigned to other groups and they should not be getting calls targeted for tech support.

We are running FreshDesk/FreshCaller on the Growth Omnichannel plan.

Any ideas why scenario 3 is failing ?

Thanks

Zvi