We've recently started testing the Blended Interactions functionality (long awaited!). I have an adviser who when working on an email can be interrupted by a call. This is all working well, but we've noticed that sometimes this adviser will be working on an email and therefore in a 'busy' status, when a call will present to them. However, at this point in time, other advisers who are skilled at the same skilling level are in an available status - so why does the system not go to them first as they're truly 'available'?
Any answers/advice?
Thanks
Hello Ruth,
upon reading your description only it is difficult to ascertain your current config. completely.
I have raised a support case for you and a technician will reach out to go over the setup and clarify priorities.