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Best practices for rerouting incidents to other queues — Cloud Customer Connect
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Best practices for rerouting incidents to other queues

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We frequently need to reroute/reassign incidents to another team by changing the queue. Our agents struggle to know which is the correct queue to select. We have several very siloed teams that each work in their own queue and have expertise in specific topics. If they don't choose the right queue, the incident won't be seen by the proper team and ultimately the response is significantly delayed. Does anyone have any suggestions and best practices for improving this experience?


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