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Community Member

Multiple CSQ Resource Selection

This should be an easy one ... but I need the sanity check.

 

Agents are assigned skills for CSQ 1 and CSQ 2. 

 

I have existing calls in CSQ 1, and then a new call is added to CSQ 2. Are calls dequeued FIFO across both CSQs to the same resource pool?   So all existing calls in CSQ1 are handled before the call in CSQ2 is handled?

 

Thanks in advance,

 

Brian

 

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Super Silver

Correct, FIFO is used between

Correct, FIFO is used between calls across all CSQs that agents are skilled for, you can prioritize one over the other using Priority step.

Chris

2 REPLIES
Hall of Fame Super Silver

Correct, FIFO is used between

Correct, FIFO is used between calls across all CSQs that agents are skilled for, you can prioritize one over the other using Priority step.

Chris

Community Member

Perfect, thanks Chris!  

Perfect, thanks Chris!

 

 

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