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Dynamics 365 Omnichannel: how to prioritize work items in one queue over another queue?

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Posted on by D365EL 292

Hello Community,

My understanding is that with custom assignment rule to prioritize work items in Omnichannel, it only works if the work items are inside the same queue. However, what if I have the following scenario:

Workstream 1 handles regular chat work items, and there is a regular queue in Workstream 1 to route the chat to agents

Workstream 2 handles higher priority chat work items, and there is a different queue in Workstream 2 to route the chat to agents

In the above scenario, we have 2 different queues, and we could have the same agents working in both queues. Is there a way I can set it up so that if both a regular and a higher priority chat request come in, I want to make sure that the higher priority chat request queue would get processed first over the regular chat request queue? In other words, when there are work items sitting on 2 different queues waiting to be worked on, I want to push the work items that's on the higher priority queue first. How can we prioritize the queues?

Any insights would be appreciated! Thank you!

  • Suggested answer
    Naveen Ganeshe Profile Picture
    Naveen Ganeshe 3,393 User Group Leader on at
    RE: Dynamics 365 Omnichannel: how to prioritize work items in one queue over another queue?

    Hi,

    Please take a look at this blog: neilparkhurst.com/.../

  • D365EL Profile Picture
    D365EL 292 on at
    RE: Dynamics 365 Omnichannel: how to prioritize work items in one queue over another queue?

    Hi Naveen Ganeshe,

    Sorry I am a little confused here.. In my current setup, I have now combined both channels under the same workstream. However, since we have different chat widget handling each channel, when the chat work item enters the regular queue, I know 100% all of the work items in that queue are regular work items. Similarly, when chat work item enters the higher priority queue, I know 100% all of the work items in that queue are higher priority work items.

    So at this point, I have basically classified the work items in each queue. Where I am stuck on is - how would I set up the custom assignment rule so that the work item in the higher priority queue will get processed and routed to the agent first, and the work item in the regular queue will wait?

    I don't think I need any custom assignment rule applied to the higher priority queue, because by default all work items in that queue are higher priority work items and will get processed in the order in which they come in and be assigned to the agent with the most capacity. Am I right on this part?

    It's the regular queue I am struggling with here - how would I set up a custom assignment rule on the regular queue to tell the queue to wait if the other higher priority queue has work items to process?

    Again any insights would be appreciated, thank you!

  • Suggested answer
    Naveen Ganeshe Profile Picture
    Naveen Ganeshe 3,393 User Group Leader on at
    RE: Dynamics 365 Omnichannel: how to prioritize work items in one queue over another queue?

    Yes. that's correct. If you want to apply the same custom assignment rule to both queues and make comparisons, you will have to combine both the regular chat channel and the higher priority chat channel under the same workstream

  • D365EL Profile Picture
    D365EL 292 on at
    RE: Dynamics 365 Omnichannel: how to prioritize work items in one queue over another queue?

    Hi Naveen Ganeshe,

    Thank you for your inputs! In my example above, I have 2 workstreams, and each workstream has 1 chat channel. Workstream 1 is for regular chat work items, and Workstream 2 is for higher priority chat work items. In your suggestion, in order to assign the same custom assignment rule to both queues to do the comparison, I feel I would need to combine both the regular chat channel and the higher priority chat channel under the same workstream. If I keep those channels under separate workstreams, the assignment rule won't recognize the other one, am I correct?

    Thanks again!

  • Suggested answer
    Naveen Ganeshe Profile Picture
    Naveen Ganeshe 3,393 User Group Leader on at
    RE: Dynamics 365 Omnichannel: how to prioritize work items in one queue over another queue?

    Hello,

    you can try below two points:

    You can use a custom assignment rule to prioritize work items based on their priority level. This rule will be applied to both queues to ensure that higher priority work items are always assigned to agents before lower priority work items.  You can set this custom assignment rule on both queues and set the priority, so that when an agent is available and both queues have work items, the higher priority queue will be assigned first.

    you can use a custom routing rule, where you can have a condition to check the priority of the chat request and route them to different queues based on their priority.

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