Recently I have been asked for more detail on exactly how Priority influences interaction selection for routing, especially if you use the API to change the priority while an interaction is in queue.

Ok, here is basically how it all works...

When an interaction enters a queue it is assigned an initial convScore which equals the 13-digit representation of the current datetime in milliseconds (stackoverflow.com has lots of discussions around the topic of this timestamp...I won't bog you down with details).

The Priority (in milliseconds, so 60,000 milliseconds for every point of priority) only gets added to the convScore at the time the Assignment service needs to select an interaction to route to an agent (i.e., multiple interactions waiting in queue and an agent goes IDLE). Thus, Genesys Cloud does not recalculate a score every time you change the Priority (since the base convScore never changes while it remains in the same queue) and the only relevant Priority is the one in effect when an interaction needs to be selected for routing.

There is nothing logged anywhere you can access to see the convScore, as far as I can find or anyone has been able to tell me.

Note that if you transfer the conversation to another queue (or back into the same queue), the convScore gets reset to the time it enters/re-enters the new/same queue and the Priority offset will be applied to that new convScore when Assignment does a routing calculation.

Recently I have been asked for more detail on exactly how Priority influences interaction selection for routing, especially if you use the API to change the priority while an interaction is in queue.

Ok, here is basically how it all works...

When an interaction enters a queue it is assigned an initial convScore which equals the 13-digit representation of the current datetime in milliseconds (stackoverflow.com has lots of discussions around the topic of this timestamp...I won't bog you down with details).

The Priority (in milliseconds, so 60,000 milliseconds for every point of priority) only gets added to the convScore at the time the Assignment service needs to select an interaction to route to an agent (i.e., multiple interactions waiting in queue and an agent goes IDLE). Thus, Genesys Cloud does not recalculate a score every time you change the Priority (since the base convScore never changes while it remains in the same queue) and the only relevant Priority is the one in effect when an interaction needs to be selected for routing.

There is nothing logged anywhere you can access to see the convScore, as far as I can find or anyone has been able to tell me.

Note that if you transfer the conversation to another queue (or back into the same queue), the convScore gets reset to the time it enters/re-enters the new/same queue and the Priority offset will be applied to that new convScore when Assignment does a routing calculation.

Recently I have been asked for more detail on exactly how Priority influences interaction selection for routing, especially if you use the API to change the priority while an interaction is in queue.

Ok, here is basically how it all works...

When an interaction enters a queue it is assigned an initial convScore which equals the 13-digit representation of the current datetime in milliseconds (stackoverflow.com has lots of discussions around the topic of this timestamp...I won't bog you down with details).

The Priority (in milliseconds, so 60,000 milliseconds for every point of priority) only gets added to the convScore at the time the Assignment service needs to select an interaction to route to an agent (i.e., multiple interactions waiting in queue and an agent goes IDLE). Thus, Genesys Cloud does not recalculate a score every time you change the Priority (since the base convScore never changes while it remains in the same queue) and the only relevant Priority is the one in effect when an interaction needs to be selected for routing.

There is nothing logged anywhere you can access to see the convScore, as far as I can find or anyone has been able to tell me.

Note that if you transfer the conversation to another queue (or back into the same queue), the convScore gets reset to the time it enters/re-enters the new/same queue and the Priority offset will be applied to that new convScore when Assignment does a routing calculation.

Recently I have been asked for more detail on exactly how Priority influences interaction selection for routing, especially if you use the API to change the priority while an interaction is in queue.

Ok, here is basically how it all works...

When an interaction enters a queue it is assigned an initial convScore which equals the 13-digit representation of the current datetime in milliseconds (stackoverflow.com has lots of discussions around the topic of this timestamp...I won't bog you down with details), minus the Priority score in milliseconds assigned in the Transfer to ACD action. NOTE: The Priority score is equal to 60,000 milliseconds for every point of Priority.

If you change the Priority of the interaction via the API (or using an Architect action when that comes available) the convScore is immediately recalculated, which affects the interaction's Position in Queue (PIQ) and Estimated Wait Time (EWT).

There is nothing logged anywhere you can access to see the convScore, as far as I can find or anyone has been able to tell me. If you really need to know, Support can see the value(s) for an interaction in back-end logs.

Note that if you transfer the conversation to another queue (or back into the same queue), the base convScore gets reset to the time it enters/re-enters the new/same queue and the Priority offset will be applied to that new convScore.