Hi, I need more help with understanding the logic behind omnichannel routing.
Let’s imagine a scenario where there is always 10 people in the queue for both Chat and Calls.
How would the system make sure that calls come through that have a higher precedence? As a person can handle 4 chatts and there is a constant inflow of chats. This means that when an agent close 1 of the 4 chatts that agent is handling, wouldn’t another chat just come through? This way the agent will be blocked and never reach 50% free capacity.
Or will the system prior calls and not distribute any more chatts to an agent even though that agent have space for 1 more chatt, but not a call.