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Omnichannel Prioritization

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Posted on by Daniel Serrano

Hi everyone,

I am having issues configuring Omnichannel in the right way, to fit priority needs.

1- Is there any way to make one channel more important than another? In other words: If I have Chat channel configured and Entity Record (Cases) configured, is there any way to make Chats to be prioritized over Cases?

2- (This question's answer could answer question 1) Is there any way to prioritize a queue over another queue? When creating a Queue there is a field called "Group Member" which some times ago (from be readings) was called priority, but now it doesn't act like a priority field as MS says. So is there any way to make this happen, or can I only prioritize work items over other work items that are in the same queue?

Looking forward for any help,
Thank you in advance,

Daniel Serrano

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Gusilubcn on at

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RE: Omnichannel Prioritization

Hi Daniel,
The answer is No.
Prioritization is executed accross the items within the same queue.
So there's not prioritization on asssignment (as you are suggesting).

Agustí Pérez.
Daniel Serrano on at

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RE: Omnichannel Prioritization

Hey Leah,

Thank you for your response.

However, I don't think it fits my needs, as that only works for items inside the same queue, right?

I can't have Chat and Case work items in the same queue, so that won't work.

Regards,

Daniel Serrano
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Community Member Microsoft Employee on at

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RE: Omnichannel Prioritization

Hi Daniel,

Prioritization rulesets: Let you define the order in which the work items will be assigned to agents when they are available to take more work.

https://docs.microsoft.com/en-us/dynamics365/customer-service/assignment-methods#how-prioritization-rulesets-work

Configure assignment methods for queues | Microsoft Docs