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When the Help Desk Category is manually changed, do queue change automatically?

in Help Desk 4 comments

We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our rules, put it into the wrong queue.

The agent that is automatically assigned the request then manually change the category (ex: If category is "Payroll" but request related to "Benefit" agent change it to "Benefit") after deleting Queue name and then click save.

But we were wondering if this will Change queue automatically or any process need to schedule for correct queue assignment.\

As per Oracle Docs we enable SVC_ENABLE_OMNI to "yes" and based on Category selection queue is assigned correct but our issue often time Agent correct category and that time it not able to determine correct queue.

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