Queue assignment rules
We have requirement to define the queue assignment rules based on two different rule set.
1. Based on category & Legal Employer of the primary point of contact
2. Based on support mailbox & Legal Employer of the primary point of contact
We need to define the priority also i.e. 1st mailbox should take preference then category rule.
I assume this is possible through scoring functionality, but I am not able to achieve this.
Does anybody has configured this before, need some inputs?