Hi Team,
We would like to better understand the ACD behavior of UCCX 12.5 with regards to two use case scenarios around Agent-Based Outbound Preview campaigns:
Scenario 1
Two Outbound Preview campaigns are running concurrently and both are set to use the same CSQ.
- How are individual contacts distributed to agents within this single CSQ? Is there some form of "round-robin" between the two campaigns?
- Is there a way to prioritize one campaign over the other?
Scenario 2
Two Outbound Preview campaigns are running concurrently, each configured with its own CSQ. A single agent is assigned to both CSQs.
- How are individual contacts distributed to this single agent from the two distinct CSQs?
- Is there a way to prioritize one campaign (or CSQ) over the other?
Note: We do understand individual contacts priority (scheduled callbacks, retries, pending, etc.) within a single campaign. However, the distribution algorithm of the ACD within a single CSQ or between two CSQs is not clear to us.
Thank you!
~ Eric
