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Hey folks, I'm not sure if this is the best place to put my question though I'd really appreciate if someone can help me out on this.
What I want to do is basically to work with the preferred agent assignment with this scenario: if a contact comes in assigned to agent X but for some reason that agent is not available or refuses to claim it, I want to simply assign it to anyone else, regardless the previous preferred assignment. Is that possible?I was able to set preferred agents to incoming contacts though if they're not available those contacts got "lost in limbo", they're not redirected to non-preferred agents even when I recycle the campaign. Can somebody help me out on this?
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