Understanding queue prioritization/offering Issue In AWA, can a queue prioritize one group over other when agents are available from both queues.Customer has 2 separate queues: one with higher priority since there is no OOTB config to support group prioritization (that is why both queues have same script) The issue is after AWA Work Item times out from higher priority queue, it is never being offered to the next queue with same conditions.Example groupsHigher Priority(0): CTS - Corporate/Other EmployeeLower Priority(10): Service Desk - Corporate/Other Employee Steps to Reproduce: 1. We need 3 total sessions: 2 agents(1 for each queue) and 1 end user1a. Browser 1: Impersonate as end user: X1b. Browser 2: Impersonate as Y, and make available1c. Browser 3: Impersonate as Z, and make available2. As end user X open VA Chat3. Answer questions & route to live agents. Actual behavior: If agents are available from both queues, the [interaction] should be routed to "CTS - Corporate/Other Employee." "Service Desk - Corporate/Other Employee" should get offered if the original agents rejects or times out. But the service desk queue is never offered the item. Expected behavior:The [interaction] should be offered alternately between the queues. ReleaseXanadu Patch 7aResolutionWhen multiple queues have the same conditions, the one with the higher priority will always be selected. A queue with lower priority and duplicate conditions will not be chosen. It's considered a misconfiguration to have more than one queue with identical conditions.As a potential solution, it is recommended to evaluate whether the Agent Group Overflow feature could better support your use case. This allows multiple agent groups to be assigned to the same queue, with eligibility determined by a defined wait time. For a detailed walkthrough, please refer to the following demo video: https://www.youtube.com/watch?v=UcnfOJfW48I Route Chat to Agent in Secondary Group (Start at 32:42)