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Old 05-07-2013, 02:54 AM
phemming phemming is offline
Join Date: Jun 2010
Location: Birmingham,UK
Posts: 150
phemming has 10 reputation points

By default the agent who answers the first email from a customer will own that customer. You can check who the preferred agent is by opening the customer details from AAAD and hover mouse over Take Ownership box. If it's not the correct agent log in as that agent and click Take Ownership. If the agent is already the owner you won't see the Take Ownership option in AAAD
The default flow checks to see if the agent is logged in and if so queues to the agent (by default for 2 seconds) before queuing to the skillset

Last edited by phemming; 05-16-2013 at 03:51 AM. Reason: additional info
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