Routing order with Stickyness and Priority Ranking
Marc Dupain
Published:
07/16/25 1:43 PM
33 views
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There are 3 cases in a Work Queue:
1 new email case with a priority rank of 80. This is the oldest case. (A)
1 reopened email case because the customer replied to a closed email case. This case has a priority rank of 80. (B)
1 new email case with a priority rank of 100. (C)
We have Stickyness configured, so Case B will be routed using Assignment Method: Preferred Assignment
Case A and B will be routed using Assignment Method: Fair Assignment
The desired order of assignment would be C, A, B
However the actual order is B, C, A
My customer doesn't want Sticky cases being handled before the other cases. They want the Priority Rank honored.
How can we do this.
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Updated
2 months
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Revanth Chinni
11 months
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17/07/2025
This completely depends on the scenario
1. If case B comes within active conversation timeout, Then B would be assigned before A and C, given that the stickiness agent is available.
2. If case B comes within active conversation timeout and agent is no available, But in "agent status for stickiness", Then case would wait for the agent to get available till "stickiness wait timeout". If agent becomes available, The case would be assigned, else will wait for his capacity to be cleared. In this scenario, B would be assigned before A and C.
3. If case B comes within active conversation timeout and agent is no available, But in "agent status for stickiness", Then case would wait for the agent to get available till "stickiness wait timeout". If agent doesn't become available, then Fair assignment would happen for all the 3 cases and first Case C will be assigned, then either of A or B depending on "sort works by" method used in queue.
4. If case B comes after stickiness timeout, then, Fair assignment would happen for all the 3 cases and first Case C will be assigned, then either of A or B depending on "sort works by" method used in queue.
5. In scenarios 1 to 4, while stickiness case is waiting for sticky agent in holding queue, it could be possible that Case C is assigned fairly. So no specific assignment order will be followed then.
Above 5 scenarios are valid considering all the 3 cases have the same skills and proficiency and it is all skill matching.
In general, Stickiness and fair case assignment should not be compared. These are 2 different types of assignments. Within fair assignment, always, case with higher priority will be assigned, given skills and proficiency are same.