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Retaining Assigned User when Queue Changes

Received Response
edited May 8, 2019 8:06PM in General Functional Discussions 4 comments


Hi, our team is inquiring about whether we can configure a rule that would check whether the assigned user is eligible to maintain assignment when a queue is changed.  The problem is that when they change the queue it automatically goes to round robin to reassign.  We would want it to remain assigned to that original rep when possible.  I've played around with the rules but don't really see a way to check to see if the user is assigned to a queue.  Any feedback or tips are much appreciated.



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