One agent is assigned to take live chats for departments A and B, max 3 chats simultaneous.
Can I set up a preferred rule so that respective agent to receive department B chat with priority from queue instead of A, no matter the idle time in queue?
#1. Department B chat, idle for 10 minutes
#2. Department A chat, idle for 15 minutes
#3. Department A chat, idle for 20 minutes
Agent has 3 chats, closes one of them, so chat for department B ( #1. Department B chat, idle for 10 minutes) to be automatically assigned (and NOT #3. Department A chat, idle for 20 minutes).
In other words, some chats to have priority despite the round robin rule and idle time if the respective agent has the primary department B, and secondary department A.