I have a problem with setting the priority weight.
I made a subroutine where I use the Acd Initiate Processing tool to set the priority weight for the call. I have this subroutine in Attendant, right before I send the call to the workgroup.
What I am trying to archive here is to give the calls to one particular workgroup an absolute priority. So, for the agent with multiple workgroups a call to this workgroup should always get to the agent first. The problem is that it works but only sometimes.
I am testing on two workgroups with the same priority value, no skills required. I place one test call to the group with regular priority (no weight set), leave it in the queue. I place another call to the group with weight set, leave it in the queue. After setting the agent to "Available" I expect the second call to be presented because the Interaction score should be higher. On some calls it happens, but mostly I am getting the first call, since it was sitting the the queue for longer time.
Any idea why would that be happening? And, as a more general question - am I doing this right? Is this how one would set the weights to fine-tune the Interaction Score?