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Call Queue Serial Routing - Agent order?

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Justin Kingston
Contributor

Started testing the new Serial Routing in Call Queues; is there any way to change the order of agents for the Serial routing option?  It appears that it just applies them in alphabetic order, based on alias name; we'd ideally like to shuffle that agent order around, but not seeing any way to really do so.

6 Replies
Highlighted
Bump... opened a ticket with Preview on 11/17, still hasn't even been assigned to a tech.
Solution
In case anyone else is working the same issue, support got back to me; the fix is a bit hacky: create a DL for each agent, (we're doing XXX_CQ_Agent-1/2/3/4), then assign an agent to each DL to preserve the agent order.
Thanks for the follow-up. This is not a desirable method, but at least it is functional. Hopefully, they will implement a way to specify users for a call queue instead of just groups.

@Justin Kingston did you ever get an update on this, setting this up now and alfa is our preferred order. . 

@Daniel St. Hilaire complete radio silence, par for the course unfortunately.  The workaround with DistLists works well enough and is still in place, didn't explore any further.

Does anyone know how this works? Is this reset every day so that if an agent is on holiday they are not always first in line to get calls when they get back? Will the calls come through if the agent is already on a call or if they have put themselves on DND?
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