walter.x.chen | 2024-03-22 10:14:04 UTC | #1
I need to implement a function where when my users enter the chat inbound flow, I need to transfer them to different queue customer service based on their tags (such as new registration). From here https://help.mypurecloud.com/articles/transfer-acd-action/ I learned that in the Transfer to ACD action I can set the Priority value of the Queue. I have the following questions, which I hope can be answered.
- In the same inbound flow, among different Queues, does the higher the Priority mean the priority for access?
- In different inbound flows and between different Queues, does Priority have an impact?
- For my demand scenario, are there multiple Queues for the same inbound flow? Or multiple inbound streams and multiple Queues? Which one is more suitable.
system | 2024-04-20 09:12:14 UTC | #2
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