Queue Priority question?

[pasquale.brancati1]

Hi,

We’re trying to correctly configure an agents profile so that the following is true:

The agent is capable of taking calls from 2 queues: UK and USA.

The agent is currently on Not Ready state.

There are currently 2 calls waiting in the UK queue (10:00 minutes) and 1 in the USA queue (3:00 minutes).

The agent switches to Ready state and needs to take the 1 USA call, even though there are 2 UK calls have been waiting longer.

Anyone know if this is possible?

Thank you!

[Chris Deren · Accepted solution]

Assuming this is CCX deployment, simply use Set Priority step to tag the US call with higher priority, then as long as agent belongs to US and UK skills the US calls will always be preferred.  To use Priority step you need to have CCX Enhanced or Premium.

[Aaron Harrison]

Just to add to Chris' comment (+5) note that 'priority' is absolute in CCX. If a call has priority 2, it will skip all priority 1 calls.

If all your agents have both UK and USA skills, and both queues have calls continuously, then the lower priority queue will be choked out by this.

You can  address this by having agents that don't have the high priority skill, or by increasing the priority of calls in the low priority queue to match the high priority queue after an amount of wait time for example.

Aaron