Does anyone have experience with implementing Omni-Channel? More specifically when it comes to prioritizing cases based upon "high" or "low" to route appropriately to CSRs. Also, I have some questions on case loads and best practices. Any advice/direction is greatly appreciated!
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please find the video for omni channel step by step that includes tab and status based capacity,high low priority.
https://youtu.be/md3Hri0PVhg
