Omnichannel for Customer Service – Assignment Priorities


This post explains how to use custom assignment rules in Omnichannel for Customer Service to prioritize certain conversations. By creating a custom assignment method on a queue, you can assign items based on priority. This is useful for scenarios such as VIP customers or routing potential new customers to agents as quickly as possible. The post provides an example of creating a custom assignment method for webchat conversations, but the concept can be applied to voice or record queues as well. The post also covers how to classify conversations based on skills and how to allocate them to agents based on those skills.


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