Priority calls

Genesys Cloud Routing
1

Hi all,
I have a question

Is there a way that we can route a high priority call which arrives into Queue later first to agent than a low priority call that arrives much earlier (like may be 2 ro 3 mins earlier)

Thanks

2

You can manipulate each call priority by priority function.
So set priority higher for the calls you want to get answered first.

3

Hi,

There are several ways but the easier one would be using IRD function “Priority”. That function allows you to assign priority to every call and that priority is taken into account by URS when queuing calls. Please check “Universal Routing 7.6 Server Reference Manual” for more details.

If you are interested into more “sophisticated priority” routing then I would recommend you to read “Universal Routing 7.6 Routing Application Configuration Guide”.

R.

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4

as of now we are using priority function

** my understanding was priority works only if 2 calls come at the same time then the call with highest priority would answered first. Also, the call which came first would be answered first even it has low priority

Looks like once the calls lands in the Q, highest priority calls will be answered first irrespective of time they wait in Q

correct me if i am wrong

Thanks

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5

You do need to be careful with the priority functions as you have the opportunity to “starve” calls. If you always have calls in queue, and always have a high priority call, the low priority calls will NEVER get answered, unless of course you continue to bump the priority.

THere are other priority-like functions such as service objective.

6

Agree with using the Priority function, however, combine it with an Increment function as Mike mentions above

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7

Just to echo comments already made…
We have our routing set up as follows:

  • Most calls start at 1
  • Priority increases by 1 each minute
  • Sensitive calls (specific subgroup of callers) start priority at 5, increase by 1 each minute.
  • Callers that have already been handled by an agent but get sent to another queue start out at the final priority for the previous queue; that is, if a caller’s priority was 3 when the call was first answered, the initial priority for the second queue will be 3 .

kishore, I think the concept you are referring to is the Priority Tuning - where the URS makes decisions based on the priority tuning algorithms (what if scenarios) .

8

yup! got what i need.

Thanks guys

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