In an Ideal world I would get the total conversation wait time, and set the priority to that, so just taking into account existing total wait, if other customers have been waiting longer than the first customer without being transferred they should be answered first. Rather than just putting them to the front just because they were transferred, ie if they arrive at a queue with a low wait time and transferred to a high wait time queue, not really fair to customers who have been waiting longer for someone to skip ahead just because they went to the wrong department up front.
Likely will just be some arbitrary priority boost to begin with, which is what we currently do for consult transfers where they go through an agent script and priority is set there. At least until I can get some time to put the above in place.
But otherwise, yes absolutely will be using a common module for that so I can easily add it to the various inQ flows. :)
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Anton Vroon
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Original Message:
Sent: 01-23-2022 23:22
From: Robert Wakefield-Carl
Subject: How are you going to use the new Add Skill and Add Priority Tools
To do that, you would have to have a data action at the beginning of the in-queue flow to read some predefined attribute or the number of queue segments and to get highest priority in the queue and set the priority higher than that. Better use a common module for that so you can just drop it in the flows
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 01-23-2022 14:28
From: Anton Vroon
Subject: How are you going to use the new Add Skill and Add Priority Tools
The main use case I can see us quickly adopting is transfers.
We use Agent scripts currently to transfer calls so calls go to a flow and we assign priority there, so that transferred customers don't go to the back of the queue. However some staff still do direct transfers (transfers without using the agent script buttons), which then don't get that priority boost, so this will allow us to set a priority for those direct transfer calls.
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Anton Vroon
Original Message:
Sent: 01-20-2022 01:09
From: Robert Wakefield-Carl
Subject: How are you going to use the new Add Skill and Add Priority Tools
Genesys today released new tools for Add Skill and Add Priority. I would be very interested in getting ideas of how to best use these and not affect WFM, EWT, and ACD Routing. What special use cases do you have that would require these?
#Roadmap/NewFeatures
#Routing(ACD/IVR)
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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