Route contacts to preferred agents but work with fallback if they're not available

Hey folks, I'm not sure if this is the best place to put my question though I'd really appreciate if someone can help me out on this.

What I want to do is basically to work with the preferred agent assignment with this scenario: if a contact comes in assigned to agent X but for some reason that agent is not available or refuses to claim it, I want to simply assign it to anyone else, regardless the previous preferred assignment. Is that possible? Please consider that I'm REALLY newbie to PureCloud configuration and I'm sorry if this question is duplicated (I've digged up a bit and didn't find anything related to this).

The Genesys Cloud Community Forum is a better place to ask general configuration and product questions. This forum is specific to APIs and custom applications.

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