In my org i have Lead assignment rule set and working. In that rule i have assigned leads to various queues depending on some field values.
But i was trying to distribute leads from few queues to its members evenly according to round robin rule, but haven't found any proper solution …yet.
So to sum up: I want current assignment rule work as it is but leads from some of the queues to be redistributed to its members equally. anybody have faced this situation in past and know any solution, pls let me know 🙂
eg. My assignment rules will send leads to all queues que1, que2, que3. i want to distribute leads from que2 to its members.
Best Answer
You can look for the options to use Omni-Channel for lead assignment.
For more information, refer Push Work to Qualified, Available Support Agents with Omni-Channel