Our agents work with Cases, Messaging and Voice Calls. They can work with up to 5 cases and 3 messaging sessions, which means that Voice calls end up last in the list of work items to pick up. Calls should ideally appear first, to avoid agents scrolling to the bottom of the list to find out about the incoming call.
How can we prioritize so that Voice Call shows up at the top of the list? Is Salesforce planning to roll out a little feature for this?
Thanks in advance,
Maelle
Thanks @VINAY KUMAR K. While the article is interesting, it is tackling the assignment of items to agents, not the order of items shown in the widget itself. If the agent has multiple items in his queue to pick from (already eligible for him to accept), We would like the voice calls to appear on the top of the list, while he still sees the messaging and cases at the bottom.
