Is anyone aware of the roadmap of Call Center in 23R2 and 24R1 as well as auto dispatching of cases?
Will Case functionality exist as it does today? From some previous [dated] threads, it appears this will be absorbed by other functions such as the Omni Channel support but it isn’t clear what that means practically.
Also, are enhancements around features such as auto dispatch in the pipeline?
For example:
- 5 assignees are connected to a Queue.
- There are 20 cases in the Queue.
- Application would auto assign so that each assignee in the queue has an equal amount of cases.
Thanks.