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Created presence status which incorporates two service channel, Chat and Case.
Chat routing priority as 0 and case priority as 1.
Case unit of capacity is 4 and Chat is 6.
So I want to make sure that agents are not getting two chats at same time.But there are chances that agent will get two cases at same time and he won't be available for chat.
How we can restrict that agents will get only one case.
Chat routing priority as 0 and case priority as 1.
Case unit of capacity is 4 and Chat is 6.
So I want to make sure that agents are not getting two chats at same time.But there are chances that agent will get two cases at same time and he won't be available for chat.
How we can restrict that agents will get only one case.
https://help.salesforce.com/s/articleView?id=service_presence_routing_options.htm&language=en_US&type=5