Dynamics Community Forum Thread Details

Prioritized customer

Hello all. I know that there is no priority on queues, but is it any workaround for this scenario:

I have 3 queues, the same agents are assigned to all queues

Queue 1 (Agent 1, Agent 2, Agent 3), queue items prioritization: Account with type = Priority is FIRST

Queue 2 (Agent 1, Agent 2, Agent 3), queue items prioritization: Account with type = Priority is FIRST

Queue 3 (Agent 1, Agent 2, Agent 3), queue items prioritization: Account with type = Priority is FIRST

Prioritization works fine within every queue (separately), but in my scenario all agents are assigned to all queues. As a result, when a Customer with Type=Priority is calling on Queue1, but at the same time a Customer with Type = Other calls on Queue 2, there is no priority (random order of incoming calls). What is more, I have no idea how the items are routed. I did many tests and there is no rule..

Does anyone know how to solve this issue? Prioritization rulesets are exactly the same for every queue.

My cusromer requirement is clear: No matter which queue the priority Account choose, he has to be served first.

One queue is not a solution.

Hi Partner,

In omnichannel, Routing and work assignment ensures that conversations from all the channels are routed to agents efficiently.

Routing dispatches conversations into the right queues.

Work assignment allocates the conversations in a queue to agents in real time, based on capacity and presence.

Queue routing rules send the work item to the right queue.

https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-route-to-queue-rules

Currently, we can't prioritize work items in one queue over another queue.

You can create a new idea through the below URL, then ask your colleagues to raise up the votes.
Ideas (dynamics.com)
Our product team has direct visibility of these ideas and they will implement it on the basis of the highest number of votes received.

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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