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HR Help Desk: Change Omnichannel Logic

Received Response
edited Mar 8, 2022 5:13PM in Human Resources 1 comment


Hi Experts,

Omnichannel routes SRs based on presence, availability, and capacity of each agent. Is it possible to route SRs based on some custom logic - for example, route the SR to a particular agent (not just any agent available in the Queue) OR route SRs to agents regardless of their presence, availability, and capacity.

Version: 21D

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