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Hi guys, We currently have our emails going into one queue, and our inbound calls going into another queue. In order to receive both and blend inbound calls and emails, they need to log into two queues. We are hoping to simplify this and put inbound calls and emails into the same queue. I just want to check something first - is the 'Priority' field under Contact Center > Emails the same as the 'Priority' field associated with the Transfer to ACD task for inbound calls in Architect? i.e. if I set the email priority at 1, and all calls at 2 and above, and then route those calls and emails to the same queue, will emails only be presented if there are no calls in the queue, even if the email has been waiting for a while? If not, is there a way to achieve this? What we DON'T want is for an email to be prioritised over a call in any situation, even if the email has been waiting a few hours and the call only a few minutes. Thanks!
Thanks George, this has been really helpful and clear!
We do currently have email interactions interruptible by voice, but we've had consistent agent feedback that this hasn't been an effective model for our centre, where some of the inquiries require quite a bit of research, and they may have their email interrupted 4-5 times before they can fully compose a response, which has meant a lot of broken focus and time loss - so we're just looking to try out another option! :)
I am finding this some time later, and appreciate the detailed explanation/write up. Is there anything that is in formal Genesys documentation that is specific and detailed related to Interaction and Queue Priority available?
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