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Dynamics 365 Omnichannel - how to prioritize work items between different queues

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Posted on by 282

Hello Community,

Does anyone know if it's possible, and how, to prioritize work items between different queues? These are different queues belonging to different workstreams. For example, if I have 2 separate workstreams, each having a queue to push conversation work items to agent. How can I prioritize pushing the work items from Queue 1 over Queue 2, when both queues have work items ready to go?

I have looked into creating custom assignment on the queues, However, custom assignment rulesets only apply to work items in the same queue. I cannot find a way to create a custom ruleset to look at work items in different queues. I have tried research on the internet, and haven't been able to find any solution for this type of scenario.

I should also mention that in my scenario, it's not possible to combine the queues under the same workstream. There is the constraint that these must be different queues under different workstreams.

Any insights would be appreciated! Thanks!

  • bcgolf01 Profile Picture
    bcgolf01 5 on at
    RE: Dynamics 365 Omnichannel - how to prioritize work items between different queues

    I have the same exact requirement.  Users are in multiple queues and some are more important than others so we need to push them ahead of work items in lower priority queues.  And like you, we also can't combine them in the same queue.  How did you solve this?

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