Currently, there is no way to prioritise the distribution of work to agents between multiple queues or workstreams. It is only possible to prioritise work within a given queue - but not have control over the assignment logic across multiple queues.

Now that Dynamics Omnichannel supports voice, chat and record based routing this means agents are being added to a growing number of queues for each workstream type, but the system does not support any way of prioritising work between those queues leading to undesirable behaviour. For example:

• Businesses want to make sure phone calls are routed to agents above chats or record based routing - there is no way to achieve this.
• Businesses want to make sure chats are routed to agents before lower priority record based routing - there is no way to achieve this.
• Business want to make sure 'real time' work such as voice and chat is routed to agents before 'offline' work such as record based routing - there is no way to achieve this.

Unified Routing is referred to as "enterprise-grade routing" however lacks this vital functionality for admins to define the priority of work assignment between multiple queues. How can omnichannel be fully utilised if the routing of work items across multiple queues is essentially random with no admin capability to define prioritisation or logic?