Honestly, it's difficult for me to gauge the usefulness of this application. This looks and sounds like it would be useful but I believe, this application only benefits certain call center environments without SLA.
As previously mentioned, you can identify the priority level for a caller based on a number of factors; the use of prefixes, block number assignments, calling numbers, campaigns, etc. The logic is simple, for example;
If(strCallingNumber.startsWith("55512")
True
Set Priority (--Triggering Contact--, Assign: 5)
...
False
Set Priority (--Triggering Contact--, Assign: 1)
...
Anyone assigned to this range of numbers [5551200 to 5551299], perhaps VIP users, would be given priority treatment over others. Or, you can Create/Get XML Documents and Upload these Documents (as needed). For important clients or sales, you can always maintain and pass variables (aka Priority levels) from the External Database to UCCX. This makes sense if 1) you have a ton of clients or sales to track, and 2) you want to change the client's Priority level based on how much money -historically- the client spent, traded, etc. with your company. If a call is given priority, they jump to the front of the queue; 5 > 1. However, a Priority (VIP) List can be tricky and difficult to manage, not to mention counterproductive towards the SLA.
That's why, the biggest problem I foresee would be the potential and negative impact on the SLA. It's one thing to give supervisors the ability to selectively "Cherry Pick" queued calls but to give this ability to agents as well? That's asking for trouble. My advice would be, agents should request approval to "Cherry Pick" calls. If not, some agents would avoid certain calls. Or, some agents would "Cherry Pick" the easy calls and leave the harder calls in queue.
Hopefully this helps. Let me know if there's demo software available.
