Unified Routing – Queue Priority

I’m using Microsoft’s Dynamics 365 Contact Center to route cases and I have multiple queues …. but what if I want one queue to have priority over another?

This requirement has been expressed in several of my projects! And until recently I would have explained that routing based on queue priority was not possible. As we could prioritize work items within a queue, but we had no ability…

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Unified Routing – Queue Priority

I’m using Microsoft’s Dynamics 365 Contact Center to route cases and I have multiple queues …. what if I want one queue to have priority over another?

Blog Syndicated with Neil Parkhurst’s Permission