Unified Routing Fallback Queues

Fallback queues are a useful piece of functionality in Unified Routing that ensures customer interactions are addressed by the correct agents and not missed by an organization. In this post we will look at how fallback queues work in Unified Routing and how to set them up. First, let’s create some routing against the Case entity. We will create a new workstream, and also create a new Fallback Queue: We … Continue reading Unified Routing Fallback Queues

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