where to put the function incrementpriority in the routing strategy?

Architect & Flows
1

Hi ,guys,

I want to use the function incrementpriority to dynamically increase the priority of an interaction waiting in the queue,
but I have no idea where to put it? I mean before selection object or after it?
if before selection, interaction is not in the queue yet, but if after selection, how can I change the priority using incrementpriority?

thanks in advance.

Kevin

2

Hi Kevin,

You must use the IncrementPriority function before the Selection object. Priority is managed by URS and is not directly related to any queue.

R.

3

actually, that’s what I did, but the priority didn’t update as I expected. maybe I need to print the priority in the log to figure it out.

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4

Fragment of URS log (covering some call while waiting) could be useful.

2 Likes
5

Since you don’t have to specify the queue in the parameters, before the selection object will work fine if your routing has only a single Selection.

I don’t think it’s required to use the Priority function to “initialize” the priority.

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