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Priority based auto-assignment

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edited Jun 8, 2022 10:30AM in Agent Desktop 2 comments

Summary

Is it possible to have priority based round robin queue auto-assignment

Content

Hi,

We have implementation of Round robin queue auto-assignment. We are now looking for a Priority based round robin auto-assignment, i.e., based on a incident field 'Priority', the incident with Priority 'High' has to take precedence over other incidents, i.e., it has to be first considered for assignment from the queue. 

Is this possible in auto-assignment and how?

Appreciate your help.

Thanks,
Geetha

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