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

1. Click the app selector and select ACD.

2. Go to Digital > Automation Jobs.

3. Click Add.
4. Enter a Name that describes what the job does.
5. From the Action drop-down, select Moves first case in queue to other queue.
6. Select the new queue from the Routing queue drop-down.
7. Click Save.

Add The Job to a Trigger

1. Go to Digital > Automation Triggers.

2. Locate the trigger you want to assign this job to and open it.

3. Click Add existing job.

4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
5. Click Add.