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  • 1.  Queue Prioritization

    Posted 09-17-2019 15:56
    We have two queues (Queue1  and queue 2) in our system and all agents are on both queues; we have two call flows call flow 1 pointing to queue1 and Call Flow 2 pointing to queue 2; We would like the prioritize all calls from Call flow 1 routed to agents vs calls from Call flow 2. How can that be achieved?
    #Routing(ACD/IVR)

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    Asha Gopal
    Novo Nordisk Inc.
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  • 2.  RE: Queue Prioritization

    GENESYS
    Posted 09-17-2019 16:11
    The transfer to acd action has a priority setting.
    https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Queue Prioritization

    Posted 09-17-2019 16:17

    Thank you.

     

     

     

    Asha Gopal

    Sr.Systems Analyst

    Information Technology

     

    Novo Nordisk Inc.

    +1 609 786 8379 (direct)

    +1 609 480 7569 (mobile)

    AHGP@novonordisk.com

     






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