Hampus_Nygren | 2022-09-27 14:02:13 UTC | #1
Hi,
I have configured a mail queue to have one hour preferred routing, but if we have a long queue the interaction wont be handled until the routing is set to standard and the receiving agent will need to do a transfer to the agent who was preferred.
The same will happen if a interaction is received after working hours.
I tried to use /api/v2/routing/conversations/{conversationid} to update the interaction, but this will only works as long as the time in queue is less than one hour and routing goes to standard.
Is there anyway I can prolong/update the time for preferred routing without doing a Transfer to ACD since this then would happen a number of times during a weekend.
system | 2022-10-28 14:02:44 UTC | #2
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