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Strict Priority on Round Robin Logged In Queue Auto-Assignment

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edited Jun 8, 2022 10:30AM in Agent Desktop 1 comment

Summary

How to apply strict priority on round robin logged in queue assignment

Content

Hi,

We are trying to achieve a priority based auto-assignment on Round Robin Logged in assignment. We have arranged the queues in the list so that the top one is the higher priority one and selected Pull Policy as Strict Priority. But, on auto-assignment the priority is not being considered. 

For example, consider there are two Round Robin (Logged In) queues - Tier 1 Queue, Standard Queue which are on the profile for auto-assignment. Pull Policy - Strict Priority. Pull Quantity - 1. Inbox Limit set - 10. 
If there are 5 incidents waiting for assignment - 3 in Standard queue, 2 in Tier 1 queue.

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