Moves First Case in Queue to Other Queue
Reroutes only the first case in a specified queue Digital Experience equivalent of a skill; routes each contact to an agent assigned to handle that type of contact. to another queue. This can be used if the queue exceeds a specific limit. Moving the case to a new queue would allow an agent to get to it faster.
Create This Job
- Click the app selector
and select ACD.
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Go to Digital > Automation Jobs.
- Click Add.
- Enter a Name that describes what the job does.
- From the Action drop-down, select Moves first case in queue to other queue.
- Select the new queue from the Routing queue drop-down.
- Click Save.
Add The Job to a Trigger
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Go to Digital > Automation Triggers.
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Locate the trigger you want to assign this job to and open it.
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Click Add existing job.
- Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
- Click Add.