We are implementing agent chat and have one service channel for chat with multiple queues. We have agents who are members of multiple groups which span multiple queues. Let's say we have queue 1 and queue 2. The chat queues are busy, so all agents in both queue 1 and queue 2 are at capacity. Agent Joe in a group that is eligible for assignment in queue 1, and he is also in another group that is eligible for assignment in group 2. If there are work items/chats waiting assignment in both queue 1 and queue 2, is it possible to force the oldest chat (i.e. chat that has waited the longest) to be offered to Joe when he closes a chat and then has available capacity? I think it is looking at the order on the Queues related list for the Service Channel. I see that within an individual queue I can configure sort order of work items/chats to be based on the oldest chat, but with agents working in multiple queues, we would like to configure the order of work items/chats across all the queues to assign work items based on oldest first. Am I missing something? Thanks in advance!
