Increment contact priority in queue in WxCC

[mrvoipstuff]

In one of my UCCX scripts I increment priority of the call as it waits in the queue. So call entered the queue with low priority and then I keep incrementing the priority until it's at highest priority.

How can I achieve the same in WxCC ? If I use queue contact in flow designer - I can specify only ONCE the priority contact gets when it gets queued. Even if I use an integer variable in set priority within queue contact function and increment that variable - it's not going to increment priority of actual queued contact. Only way is to have another queue contact but that doubles up the call.  

Background is I have four queues one of which is high priority and other three low priority. If I use queue rankings or contact priority in Flow - it will route calls in high priority queue ONLY until there's none left and ONLY then route calls for low priority queues. That's no good as calls in low priority queue will be waiting forever until high priority is cleared. 

In UCCX what I'd do is have the calls for priority queue enter with priority higher than other low priority queues. Then gradually increment priority for both high/low priority queues till they reach 10 which is roughly 20 minutes into the queue - At that point they all have equal priority so UCCX will start taking longest contact duration into account and start servicing low priority queue as well. So we service high priority queue calls for first 20 minutes (achieving its target SLA) and after 20 minutes start servicing calls in low priority queue as well.

In WxCC I don't see how that's going to be possible - any suggestions please? 

[Anthony Holloway]

You're right.

I don't see a way to increase contact priority, outside of re-queuing them with a higher priority.  In which case, they are actually removed and re-added into the queue, so their timer resets for how long they were in queue.  Not great, to say the least.

Anytime you start using priorities, you run the risk of starving the lower priority group.  Just think about an airport.  If you walk up to the check-in counter, and you are not a priority passenger, you enter the normal line to wait for an agent.  If however, the agents you are waiting for, are also serving their high priority customers, who wait in a separate line, then so long as the high priority line has at least 1 person waiting in it at all times, the normal line will never get served.

But, in practice that doesn't happen, because they separate the agents into two groups: normal customers and priority customers.  Either one can help the other though.  So, this acts more like queue ranking than customer priority.  But the real magic is that they don't have all agents servicing all customer types, ensuring starvation cannot occur.  I would recommend you look into trying to replicate that model, if at all possible.

But again, you were right, there is not standalone set priority activity in WxCC like you have in UCCX.