I wondered if you could explain or direct me to guides where I can find an answer on how priorities work when distributing emails on Liberty.
In my team, we manage three queues, let’s call them Q1, Q2 and Q3. I need to change emails in Q3 to “higher priority”, so these emails are dealt with first. Still, at the same time, I want the system to distribute Q1 and Q2 emails with “normal” priority markers to all agents without changing their skills, so it’s a mixture of emails from all three queues. I noticed that system has four other priorities, but I am unable to find what is the actual difference between them. Is it the ratio of distributed emails from higher priority queues like 3 to 1, i.e. three emails from Q3 to 1 from Q1/Q2?