Routing Profile - Exercise 1: Handling Multiple Support Queues with Different Priorities

Scenario: In this scenario, a group of agents is assigned to handle both technical support and customer service. Their primary job is technical support, but they can also assist with customer service when needed.

Create Routing Profile where Agents will be routed to Technical Support contacts first. If there are no pending Technical Support contacts, they will be presented with Customer Service contacts.

Queue Name:

• Technical Support
• Customer Service

Assign agent 1 to 5 to this routing profile. 

Expected Outcome:

Agents first receive Technical Support contacts. When that queue is empty, they assist with Customer Service contacts.

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