Hi Guys,
Ex: we have queues Urgent, High, Normal, and Low
when Urgent and High queue is empty but Normal queue is full will Omni Channel move the remaining cases to Urgent or high queue.
Issue :
when a Queue of higher priority had no more cases to assign (0) cases on Queue. It first happened with Tier 1 Urgent. After the Queue update, 12 Queues with higher priority had (0) cases, but Tier 1 General had cases in not started status, and Omni would assign the next available agent a case from 2019
Do you have any idea why this happened?
If you know of any salesforce document link which mentioned the above scenario please add that into the comment
#Omni Channel #Omni Routing #Omni #Omnichannel Status
Thanks,
Rahul
Hi Rahul,
What should happen is if there no more case on the high priority queue, omni should assign the remaining cases from the lower prio queue because it still has cases on it. Based on your scenario, it is possible that someone assigned those old cases on the queue that's why it was routed to the agents. Also, it is possible that maybe those cases are really on the lower prio queue it's just that there are no more cases on the high prio that's why it was just assigned recently.
Thank you
