In case agent has multiple channel assigned through capacity rule .
Is Genesys able to prioritize channel? is there any such configuration to set the priority of each channel.
Eg :always send voice to agent first – assuming both voice and chat come in at the same time.
Search for “priorities” on the forum
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Hi,
If you use the same virtual queue in both targets, you can use priority as cavagnaro said.
Regards.
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