Omnichannel routing has been a game changer, but it has caused some confusion that the routing rules do not match the SLAs that we have configured. Our organization has spent a considerable amount of effort setting up SLAs so that agents can quickly see which ticket is the next priority, but Omnichannel does not follow these rules. This can result in a ticket that our SLA might define as more urgent being skipped over in favor of something that could have waited a little longer.
Can we add a setting to Omnichannel Routing to use the current SLA timers instead of the generic Omnichannel Routing rules?
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