Queue Assignment Assigning Same Resource To SR From The List And Many Times The Same Queue (Doc ID 2658814.1)

Last updated on NOVEMBER 13, 2020

Applies to:

Goal

The admin user created Queue in production and assigned several resource in it.
However, when queue is getting assigned to the Service Request, every time it is assigning the same resource, and the expectation would be that the resource assignment to be much more randomised.
How can the admin user make sure the assignment is random or it will assign different agents almost every time, or anything to break the sequence?
Do we have some profile option or configuration we can do to achieve this requirement?
 

Solution

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.