Maarten Coghe

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.