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FAQs on Advanced Routing for IncidentsOracle B2C Service
Resolution:
Below are Frequently Asked Questions relating to Advanced Routing as it pertains to incidents:
Does Advanced Routing support routing for Incidents?
Yes, Advanced Routing supports incident routing. Incidents can be assigned to agents:
Note: Advanced Routing does not support incident routing when the agent’s profile is set to Pull Mode (when the agent is required to click ‘Fill My Inbox’). You must not set the Pull Policy to Manual for profiles assigned Advanced Routing queues.
Does Advanced Routing for Incidents respect inbox limits?
Yes, Advanced Routing for incidents does respect inbox limits.For example:
Does Advanced Routing for Incidents take ‘due date’ into consideration?
Yes, Advanced Routing for incidents does take Due Date into consideration. The order of incident assignment is based on due date. All things being equal, those incidents with an earlier due date will be assigned first.
Will Advanced Routing assign incidents immediately as they are routed to an Advanced Routing queue?
Incidents can take up to 5 minutes to be queued for assignment, as this is the recommended setting, and cannot be changed by customers. Once they are queued, provided that agents are logged in and below their inbox limit, additional delays can be observed based on Skill score relaxation and overflow timers. See this Answer Link for additional details: Skill Requirement Relaxation and Overflow Timer explained.