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  • 1.  Routing logic across multiple queues

    Posted 03-14-2025 00:35
    No replies, thread closed.

    Hi all,

    Does anyone know how routing works when assigning interactions to agents that are a member of multiple queues? For example if an agent is a member of queue A and B and both have interactions waiting. What happens when that agent becomes available? A race condition between queue A and B or does the routing logic consider all interactions across A and B

    I've read pages such as 
    https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

    https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

    but they only talk about ordering interactions within a single queue. And not how it works for agents across queues. 

    Any insights or links are appreciated.

    Cheers,

    Stuart


    #Routing(ACD/IVR)

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    Stuart Gielen
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  • 2.  RE: Routing logic across multiple queues
    Best Answer

    Posted 03-14-2025 16:10
    No replies, thread closed.

    Hey Stuart,

    That is a great question. I think ultimately it depends on a handful of factors, like priority, routing method, etc. I think if absolutely everything is equal across both hypothetical queues, it should be routed in a First In, First Out method.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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