Currently we are using Dialpad and would love to switch to Hubspot Calling since both our Support and Sales team are using the system everyday. Right now we are waiting for two routing options to become available.
1) For our Support Team we want to route calls based on the agent who has been idle the longest
2) For our Sales Team we want to route calls based on an assigned order
Once these options are available we will have everything we require to make this switch.
This feature would enable us to use Hubspot calling instead of other platforms.
Routing calls to the longest idle agent has greatly improved our workload balance, reduced agent burnout, and increased efficiency. It has also made our agents feel that the workload is fairer. This is a feature that we cannot do without.
This feature is the determining factor for our company to make the switch to HubSpot Calling. We must be able to round-robin incoming calls to shared CSS and Sales lines like we can with our current calling software. But we are eager to make the switch to HS Calling.