A place to ask questions, connect with others, and stay in the know
I think it may depend on the outbound mode used.We have a Preview mode campaign currently active, and under Campaign Management, there's an Advanced section where you can select priority:I've also tested Agentless campaigns where you have to create an Outbound flow. The priority can be set there (as part of the 'Transfer to ACD' action):If you set your inbound work at a lower priority, the outbound work should get presented to agents first.Hope this helps.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.