We are noticing that each day email are not presenting to Agents as "oldest" in the skillset configuration. Avaya Support have confirmed that this is normal behaviour and that the email queues don't always present sequentially when Agents login and the queue reopens. We have tried keeping an Agent logged overnight in to "keep alive" the queue but this has not worked either.
Anyone know about this or had similar experiences?
Anyone know about this or had similar experiences?
