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Question 1 of 6
1. Question
In what order does work route in Gladly?
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- First
- Second
- Third
- Fourth
- Fifth
- Sixth
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Voice Customers
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Messaging Customers
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Unread Conversations in the Agent's Inbox
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Unread Tasks in the Agent’s Inbox
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New Messages from any Inbox(es) the Agent is a member of
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New Tasks from any Inbox(es) the Agent is a member of
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Question 2 of 6
2. Question
In what order does Gladly prioritize work for routing?
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- Second
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Channel Assignment in the Administrator UI.
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Conversation that has the shortest SLA.
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Question 3 of 6
3. Question
How do Rules affect Routing?
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Question 4 of 6
4. Question
What are the two main determinants of routing Conversations to Agents?
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Question 5 of 6
5. Question
Where can you monitor Agent Capacity and Agent Availability in real time?
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Question 6 of 6
6. Question
Where can Agents view Routing Events?
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