Hello,
There are two queues for two teams .I want to automatically assign cases to available agents in each queues in round robin way using Omnichannel admin center. Can someone please help?
Hi Sujitha, I was curious if you want to do pure round-robin routing, or do the two teams handle cases for different categories? In other words, would knowing what the content of the cases be useful and help you better route to the right agent who has more expertise on a given topic?
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Ted Way, PhD
Principal PM Lead, Business Applications and Platform Applied AI team
Hello Ted Way,
Thanks for your reply.
To be more specific If i get the solution to automatically assign cases to one team/queue in round robin way i can just duplicate the same configuration for the second team/queue. Both the teams handle cases for different products/services.
1. The customer raising a support ticket via the support portal.
2.The case lands into the queue.
3. Now the ask is the cases should be assigned automatically in round robin way to the available agents in that particular queue irrespective of their skills since all belongs to the same team.
Please let me know if you need more information, i would be happy to share it.
Thanks
Thanks Sujitha, please let me know if the below helps for round robin.
docs.microsoft.com/.../queues-omnichannel
From the docs:
In Assignment method, do one of the following:
Round robin: Assigns work item to the agent in the list order who matches the criteria for skills and presence.
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