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Hi Sergio,A scheduled callback will not necessarily have priority over a queued contact. Scheduled callbacks that have come due go to the top of the dialing queue, but if the new contacts are added to the contact list as priority contacts, they will go above any contacts with scheduled callbacks that have come due. Elaborating on your scenario:
Me: If I have other contacts in the contact list are they called or does the campaign wait for 5 minutes because the scheduled callback has higher priority?Genesys: No, the campaign will be running normally (calling other contacts), but by the time the callback started to be dialed, this will be prioritized.
Me: Is there a way to prioritize a contact entered in the list (therefore in campaign) at a later time than others already present in the contact list?Genesys: For initial calls, the custom column on the list is the best way, but regarding callbacks there is no option, they'll have a higher score, and so will be prioritized.
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