Hey everyone. Our dev team built an integration where we look up a customer in Salesforce using a Data Action while they are waiting in the queue. If their status changes to Platinum while they are on hold, we use the Update Priority block in the In-Queue flow to bump them to the front. The logic executes perfectly according to the flow logs. However, the agents are reporting that the priority bump never actually happens. The calls are still delivered in the original order. Do In-Queue priority changes require a specific routing method to take effect, or is the routing engine ignoring the mid-call update?
Greetings. From my perspective analyzing the routing reports, I have observed a similar discrepancy in the data. When the priority is updated during the In-Queue flow, the analytics data reflects the new priority value in the interaction details.
However, the Automatic Call Distribution engine evaluates priority at the moment the interaction enters the queue. I am attempting to query the API to determine if there is an event trigger that forces the routing engine to re-evaluate the queue lineup after a priority update, but the documentation is unclear.
Hello. In my local user group, we discussed this exact topic. The routing engine does not ignore the update.
The problem is how Bullseye routing handles priority changes. If you are using Bullseye routing rings, updating the priority inside the In-Queue flow will only take effect when the interaction moves to the next routing ring.
If the interaction stays in the first ring, the new priority is registered, but the queue position is not recalculated until an event forces a queue evaluation. You must ensure your routing configuration is set to standard routing if you want immediate priority jumps.
the previous poster is partially correct, but there is a more fundamental architectural limitation regarding voice interactions and Edge appliances. When an active voice media session is anchored to a specific Edge server, the priority updates executed by the Cloud routing engine experience a propagation delay to the local Edge device. Furthermore, if you are utilizing the Update Priority action, it only increments or decrements the relative priority value; it does not assign an absolute priority integer.
To force an immediate re-evaluation of the queue position for an active voice call, you must utilize the Transfer to ACD block within the In-Queue flow to transfer the call back into the same queue. This action explicitly resets the routing evaluation metric and immediately applies your new priority calculation.