We run a multi channel environment (Voice/Web/Chat) and we set priority for each task that comes in and assign to independent skill groups for each channel. This works fine within each channel.
The question comes in to play for queued tasks across multiple channels:
i.e. Agent A is skilled for Phone, web, and chat.
A phone call with a priority of 2 is waiting in the queue for skill A_ph
A web case with a priority of 6 is waiting in the queue for skill A_web
A chat chase with a priority of 4 is waiting in the queue for skill A_chat
The desire is for the phone call to be presented first based on the overall priority. At the moment, that is not happening.
Again, things work fine within the channel/skill group (a priority 1 phone call gets presented before a priority 5 phone call). But, is there a way to play nicely across channels? I'd prefer to stay away from a universal queue if possible.
Thanks
