Fill Inbox - Pull Policy challenges
We have been facing a challenge in our organization for some time now with regards to the available pull policies with Fill Inbox.
Often times we face a situation in which one profile is assigned to multiple queues, with some of the queues being more strategic and sensitive than others. These are queues for which we have a more significant business need to meet their SLA's. We are of course giving a higher SLA to these incidents, but in some occasions the less prioritized queues can become very backlogged. If we were to look at each policy:
- First Due