What takes priority in the Last Agent \ Wildcard and Preferred Queue/Agent Routing Process?
When using Preferred Queueing, Preferred Agent Routing, Preferred Wildcard Routing and Last Agent Routing, you need to be aware of what feature is activated first.
If you are using all features in conjunction with each other, please note that the system will abide by the instructions set in the following order:
1st priority |
Preferred Queuing by CLI |
2nd priority |
Preferred Queuing by Wildcard Note: In this option the Last Agent Routing will not operate |
3rd priority |
Preferred Agent by Last Agent Routing |
4th priority |
Preferred Agent by CLI |
5th priority |
Preferred Agent by Wildcard |