Hi,
I have below two questions around AWA for CSM
1. As we know in AWA we have queues, so my query is - can we prioritize the queue itself? like if we have a queue for VIP users and another queue for priority cases then based on what the work item will be first picked?
2. Is it possible to prioritize the work items given to the agent in agent groups?
Meaning if an agent is already working on an existing case and some priority work item comes in for him (which needs attention first, rather than what he is working on) how will the agent know that he needs to pick the new work item first as it is on priority and then work on existing work item.
Is they any way we can achieve these two given conditions in AWA for CSM
Help will be highly appreciated
Thanks
