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In what order does work route in Gladly?
Unread Conversations in the Agent's Inbox
Unread Tasks in the Agent’s Inbox
New Messages from any Inbox(es) the Agent is a member of
New Tasks from any Inbox(es) the Agent is a member of
In what order does Gladly prioritize work for routing?
Channel Assignment in the Administrator UI.
Conversation that has the shortest SLA.
How do Rules affect Routing?CorrectIncorrect
What are the two main determinants of routing Conversations to Agents?CorrectIncorrect
Where can you monitor Agent Capacity and Agent Availability in real time?CorrectIncorrect
Where can Agents view Routing Events?CorrectIncorrect