Unified Routing – Queue Priority
Microsoft Dynamics 365 Contact Center now allows routing based on queue priority. Previously, it was not possible to prioritize one queue over another, but now it is. This feature is useful for scenarios where certain conversations or records need to be prioritized. The group number field in advanced queues now has an impact on routing priority. By assigning a lower group number to a queue, it will have higher priority. The article provides an example of how to set up and test this feature. Overall, this new capability is a welcome addition for users of Dynamics 365 Contact Center.
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