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
