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Dynamics 365 Omnichannel: Prioritize one queue over another for routing

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Posted on by D365EL

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Hello Community,

In this Microsoft article (https://learn.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca), there is a paragraph that says the following:

"Whenever agents are available, the work assignment system always retrieves the oldest conversations (longer duration) that is present in the highest priority queue and assigns the conversation to the agent who satisfies the capacity condition."

Does anyone know how is the highest priority queue defined in the system? It's not clear to me how the system would know which queue is the higher priority queue over the other queues and be able to push the conversations in that queue. I couldn't find any settings or any way of configuring the rule to make one queue be the higher priority queue over another queue.

Any insights would be appreciated. Thank you!

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Leco Lv on at

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Hi partner,

I think it's related to the priority field.

Priority: Assign a priority to define how quickly a conversation should be picked from the queue.

learn.microsoft.com/.../create-queues-oca

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D365EL 306 on at

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Hi Leco Lv,

In the article that you shared, I believe we should be using the "Customer Service Admin Center" app now when creating queues for Omnichannel, as the Omnichannel Admin Center app has been deprecated.

When we create new queues in the Customer Service Admin Center app, I am not seeing the Priority field on the Queue creation screen. Please see screen shots below.

When creating the queue as either Advanced or Basic queue, we don't see the Priority field at all...so I am not sure if that feature has been removed. Also, in order to work with Unified routing in Omnichannel, I believe we would need to create Advanced queue.

Would you have any further thoughts? Thanks!

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Leco Lv on at

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Hi partner,

I had the same problem as you when I tried to give you a solution, I couldn't find the Priority field on the form, you can find and add to the form in the table fields on the left. Please check your queue table columns.

Do not forget "save &publish" ^^

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D365EL 306 on at

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Hi Leco Lv,

Thanks for your quick response! However, one confusion I have is: I believe we would need to create Advanced Queue for Omnichannel to route the work items. The screen shot you showed above is for Basic Queue, and I don't think we can use Basic Queue for routing work items in Omnichannel if I am not mistaken. So when we create Advanced Queue, the form is complete different from the basic queue form you showed above. You would only get the following fields to populate:

Therefore, even if we add that Priority field to the basic queue form, but that's not where we are creating the queue for Omnichannel... we need the advanced queue..

Am I misunderstanding something here?

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Leco Lv on at

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Hi partner,

I think you're right; it doesn't seem possible. I found in this case that someone asked the same question, there seems to be a way to create priority rules, but it doesn't work for queue-to-queue relationships. Can only be applied to items in the queue.

community.dynamics.com/.../omnichannel-prioritization

Prioritization rulesets:

Assignment methods for queues | Microsoft Learn

Configure assignment methods for queues | Microsoft Learn

Please let me know if you are still confused or my answer helps you.

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D365EL 306 on at

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Leco Lv thank you!

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Leco Lv on at

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Hi partner,

I noticed that you seem to have two posts on this issue, which I think should be very important to you. If you really need an exact solution, I suggest you open a ticket with Microsoft Teams. Microsoft technical support has the right to contact the person in charge of the relevant product, and the developer will give you an official reply.

BTW,I also noticed that we also interacted in the following posts, is it helpful to you?

community.dynamics.com/.../dynamics-365-omnichannel-integrate-3rd-party-avaya-telephony-into-the-voice-channel

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D365EL 306 on at

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Leco Lv,

Yes, thank you for your reply and all the insights you have shared.

Regarding the other post, I just responded back to you there.

Thanks!

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