Hi,
I have configured a mail queue to have one hour preferred routing, but if we have a long queue the interaction wont be handled until the routing is set to standard and the receiving agent will need to do a transfer to the agent who was preferred.
The same will happen if a interaction is received after working hours.
I tried to use /api/v2/routing/conversations/{conversationid} to update the interaction, but this will only works as long as the time in queue is less than one hour and routing goes to standard.
Is there anyway I can prolong/update the time for preferred routing without doing a Transfer to ACD since this then would happen a number of times during a weekend.