Genesys Cloud - Main

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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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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