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Maarten Coghe
Joined Sep 25, 2024
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Last activity Sep 25, 2024
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Latest activity by Maarten Coghe
Maarten Coghe commented,
Hi Barry Neary
If I'm not mistaken, I can't find an answer to Danielle's question:
It seems as if tickets that are reassigned, thus re-entering a custom routing queue, are being routed before the oldest tickets in that same custom queue. Is this expected, or should I open a support ticket for help?
This is something we struggle with as well at the moment.
- Ticket is created and enters a custom queue
- Ticket is assigned to an agent, is being worked on
- Ticket is unassigned from the agent and is assigned to a group
- Ticket enters the same custom queue it was originally in
- Newer tickets are being picked up first instead of this ticket
It seems as if omnichannel routing is looking at when a ticket has entered the queue and not when a ticket was created.
View comment · Posted Sep 25, 2024 · Maarten Coghe
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