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Hello,The call will be answered. Provided that there's no special priority applied and agents are equally skilled and have same utilization applied, the calls and chats will be answered in the order in which they arrived.
If calls are given extra priority within a flow, they will be answered before a chat that arrived at the same time will be answered.The interrupt setting only means that a call will not alert an agent who is already working on a chat, but once the agent finishes the chat then the next interaction will be routed to them that needs to be answered based on priority whether it's a call or a chat.
Thanks I understand the priority can be set higher for call than chat in order to get answered first. The issue here is that since chat has been set with 3 concurrent session, the chats can be kept coming in whenever one chat wrap up, even there is a high priority call waiting in queue. In that case even call has higher priority, it just has to wait till all the chats wrap up, then it can be answered. I just tested in our test environment seems to be working like that. Is that the expected behaviour?
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