Looking to implement omnichannel so it can route cases in a round-robin fashion. We hit a speed bump when we realized that omnichannel routes cases based on the capacity of an agent. Wondering if there is anywhere in OmniFlow that we can route work 1 at a time regardless of that agent's capacity.
1 réponse
Nelson,
If the agent has capacity, then it will assign all the cases until the capacity is full if only one agent was available at that time. Round Robin is not possible if the agent have capacity and available.
