Customisable Sort Order for Capacity-Based Agent Prioritisation
The current out-of-the-box "order by" options do not support customisation to specify ascending or descending ordering.
For instance, when using "unit-based available capacity" for ordering, an agent with 100 remaining units is prioritised over an agent with 70 remaining units...
Work Assignment Function to Recognize Breaks under an Hour
Good evening!
After several months of working with the Microsoft Support Team, we were finally made aware that the Sales Accelerator Work Assignment function does not recognize shift breaks under an hour.
Case Number: SR # 2403120040012299
Fo...
Voice calls prioritisation
Scenario:
An agent is in two voice queues: Q1 and Q2. There is one item in Q1 and one in Q2 waiting to be assigned. Currently, items are assigned to the agent randomly. I know that there is no queue prioritisation, but agent should receive an item that is waiting longer in one of these ...