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Records are not routing using Advance queue and also the queue is not visible in view selector

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Posted on by AS-22051316-0

Hi All,

I've created a advanced queue to route High Priority case and using assignment method Highest capacity . However, the cases are not being routed in the queue, also it is not visible in the view selector.

Can anyone please suggest if I'm missing any steps and what can be done to fix this?

Queue :- For High priority cases

Queue is not visible in selector

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Dengliang Li Microsoft Employee on at

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Hi,

You need to create a workstream to route case records to a specific queue.

Set up unified routing for records | Microsoft Learn

By applying a routing rule for a specific case record, the case record is ingested into the workstream to be assigned to a specific queue.

You can view the routing information for a case through Route Diagnostics.

Best Regards,
Dengliang Li

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AS-22051316-0 4 on at

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Hi @Dengliang Li,

Thanks for the reply.

However, there is one thing which is not cleared to me yet.

When I created Basic queue and mapped the queue in routing rule. It worked as expected.

But, For High Priority Advanced queue, same thing didn't work.

Is it mandatory to create workstream to route the cases in advance queue. Can't it be done using basic routing rules?

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