How can I set up which agents get chats first within a department? (Doc ID 1590110.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Goal

Two groups of agents are staffing the same department. Both are assigned to the department via Team assignments, not individual assignments.

I want Team A to get chats with a high priority; Team B to get them low priority, almost as an overflow group only.

What is the best way to accomplish this?

Solution

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