AP-226 · Question #173
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with…
The correct answer is A. Records that exist in a queue prior to Omni-Channel routing activation will. When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already…
Question
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours. An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?
Options
- ARecords that exist in a queue prior to Omni-Channel routing activation will
- BThe Apply to existing records in queue option was not selected.
- CThe type of work that was in the queue is not in the Selected Objects list
How the community answered
(32 responses)- A88% (28)
- B3% (1)
- C9% (3)
Explanation
When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already in the queue prior to enabling Omni-Channel will need to be manually reassigned or triggered to enter the Omni-Channel routing process.
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