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When associating a preferred routing assignment with an agent, you need to indicate the duration, in days, that the assignment will remain active. Enter a numeric value in the Apply agent to customer assignments for x days field; this numeric value indicates the number of days the assignment will remain active. Once the assignment duration is reached, the agent's name is removed from the Preferred Agent Routing Entries table.
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- Agent can remove preferred agent – select Select to allow an agent permission to remove a preferred agent assignment.
- Agent can set other agent as preferred – select Select to allow an agent permission to assign other agents as preferred agents.
- Agent must set preferred agent – select Select to allow an agent permission to assign themselves as the preferred agent.
Note: Always click Update to ensure new settings are , located in the top right corner to save your changes. If Update is not clicked, any new changes made will not be saved.