MaxContact Features

Introduce a new “Interaction Routing” section within the queue configuration UI, allowing administrators to control how replies and reopened interactions are handled within a queue.

This section will consolidate related settings, including:

• A renamed “Wait Time” setting (formerly “Requeued Thread Wait Time”), which determines how long reopened interactions wait for the previous user before reassignment.

• A new on/off toggle to enable or disable the waiting period for reassignment called “Wait for Previous User”

For existing customers upgrading, the default behaviour remains unchanged: replies and reopened interactions will continue to jump the queue, and Wait for Previous User will be enabled with the existing wait time retained.

For new customers and new queues for existing customers, the default routing method will be “Oldest First”, ensuring interactions are processed in the order they arrive.