I am currently struggling with a prioritization problem in our Architect flows. We have a requirement to prioritize our VIP customers over our standard outbound campaign calls. I have tried using the ‘Transfer to Queue’ block with a higher priority value for the VIP calls, but the outbound campaign calls still seem to be taking up all our agent capacity. How can I ensure that our VIP inbound calls are always answered first, even when we have a massive outbound dialer campaign running?
Hello Eli81. I am a gamification admin and I have seen this issue before! You should not just rely on the priority value. You should also look at the ‘Scoring’ settings for your queues. You can set a higher ‘Initial Score’ for your VIP interactions. This will move them to the front of the line immediately. Also, check your ‘Agent Utilization’ settings. If your agents are set to handle four calls at a time, the dialer might be filling up their slots before the VIP call even hits the queue.
Greetings. As a consultant who evaluates many vendors, I can tell you that Genesys Cloud has a very specific way of handling outbound and inbound mix. You should consider using ‘Priority Inbound’ settings on your outbound campaign. This will automatically pause the dialer for an agent if there is an inbound call waiting in the queue. It is much more effective than just messing with priority numbers in Architect.
I used to handle this with ‘Interaction Process Automation’ on our old system. In Genesys Cloud, I found that the ‘Predictive’ dialer is very aggressive. If you are using predictive dialing, it will always try to keep your agents busy. You might want to switch your campaign to ‘Power’ or ‘Progressive’ dialing to give your inbound VIP calls a better chance of finding an available agent.