You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

HR Help Desk: Change Omnichannel Logic

edited Mar 8, 2022 5:13PM in Human Capital Management 2 comments

Summary:

Hi Experts,

Omnichannel routes SRs based on presence, availability, and capacity of each agent. Is it possible to route SRs based on some custom logic - for example, route the SR to a particular agent (not just any agent available in the Queue) OR route SRs to agents regardless of their presence, availability, and capacity.

Version: 21D

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!