Brand and Queue mapping allows you to define which Brand a call should be assigned to when it comes in on a specific Queue, or when an Agent is calling out from a specific Brand, which Queue it should be calling out from. This will help speed up and simplify the process of aligning your Queues and Brands.
This setting can be found by navigating to Zendesk Settings in the Contact Center standalone web-app, then navigating to the Brands & Queues tab.
Select “Add new queue” or “Add new brand” to start adding queues or brands to map.
Examples of mappings:
