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Fill Inbox - Pull Policy challenges

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edited Oct 2, 2020 11:10AM in System Admin and Configuration 1 comment

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Hi,

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:

  1. First Due

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