Within Omnichannel for Customer Service we use Unified Routing to assign conversations to agents. Out of the box we have several assignment methods including round robin, highest capacity and longest idle. We’ll typically assign work items in the order they arrive based on one of these methods. But what if you want to prioritize certain conversations? In this post I will explain how we can use…
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Omnichannel for Customer Service – Assignment Priorities
Within Omnichannel for Customer Service we use Unified Routing to assign conversations to agents. Out of the box we have several assignment methods including round robin, highest capacity and longest idle. We’ll typically assign work items in the order they arrive based on one of these methods.
Blog Syndicated with Neil Parkhurst’s Permission