Hi,
We have been using Genesys since Jan 2021 and I have had a query from one of our contact centres, we have two Email queues and if an email is received in one queue and needs to be moved to the second queue the agents are reporting that it goes to the back of the 2nd queue in terms of position and not managed by date received into the business. Firstly is this the correct default process and secondly can it be changed?
Thanks!
#DigitalChannels#Routing(ACD/IVR)------------------------------
Jason Beney
Bedfordshire Pilgrim Housing Association
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