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

Strict Priority on Round Robin Logged In Queue Auto-Assignment

Received Response
27
Views
1
Comments
edited May 22, 2019 7:05AM in General Functional Discussions 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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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