Hi all. We configured some agents' utilization on Genesys so that the agents working on email can be interrupted by a call. However, calls are routed to agents working on email before they are routed to agents who are idle only on voice. Shouldn't the calls route to those idle on only voice before they route to those on emails? Thanks for your input.
#Routing(ACD/IVR)------------------------------
Alba L Van Cleave
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