Hi Team,
In Advanced Work Assignment, We have configured an incident channel, where we want to route tickets based on skills. We have a single group named as Support group and below all members are present in that group.
Skill 1- If caller is Vip user
Then ticket should route to only specific people ,and those members are A,BC,
Skill 2 - If service offering is xyz
then ticket should route to only specific member D,E,F
So have created 2 skills and have provided the members respective skill,
Have created 2 queues , Vip user queue and set order as 100 and for skill2 ,another queue and have set order as 200.
But the issue is when inc is created with VIP is true and A,b,c are not available ,it gets assigned to D,E or F whoever is available. But I want it to get assigned to only skilled members who handles vip users.
Thanks
