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Hi I am having an issue reported by a customer using chat on omnichannel.
they are reporting people waiting on a queue the longest are not getting accepted first so chat users appear to be jumping the queue? any help much appreciated.
Hi robmayscrimson, I hope you are doing good.
This can be happening because of a prioritization issue.
Check this info that may help:
Configure assignment methods for queues | Microsoft Docs
If this answers you question, please mark this as verified to help others find useful information.
Welcome to this amazing community.
Hi Kenneth, thank you for the quick response, we are not using any rules on the queues. Our implementation is quite simple using the default queue only. my problem is if you have say 5 users waiting to speak to an agent why is the users waiting to the longest not the first to be answered next?
This should be occurring because thar default queue has something wrong. There are two important concepts:
In the section called How prioritization rulesets work of the following information you will find more details:
Here additional info:
Create and manage queues for unified routing | Microsoft Docs
If this answers your question, please check it as verified to help other find useful info.
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