No, the initial score is based upon the date-time the interaction entered the queue, not the Waiting Time.
So, more like:
Routing Score = (Time entered queue + Priority in milliseconds)
Yes, where each full star adds 120000 to the score.
The "Time entered queue" factor is calculated by dev's algorithm...not really important how they get there. The main point is that the Score does not change the longer an interaction remains in queue, An interaction retains the same score throughout (unless, of course, you transfer it to another queue or back to the same queue and assign a different priority...which also resets the "Time entered queue").
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 01-08-2020 16:21
From: Paulo Mesquita
Subject: Are transferred calls set at the lowest priority?
Understood, based on this info the updated formula would be something like:
Routing Score = {Waiting Time(in msec)} + {Priority}
Where each star adds 2 to the priority.
1 Star = Priority 2 = 2 min = 120,000 msec
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Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 01-08-2020 15:00
From: George Ganahl
Subject: Are transferred calls set at the lowest priority?
It will read:
Note: When there are multiple interactions waiting, PureCloud ACD distributes them based on which interaction arrived first, down to the millisecond. As interactions arrive into the queue, a routing score is applied. This score is calculated from the priority assigned to the interaction and its arrival time, such that the interaction is treated as being two minutes older for each priority star. For example, if two calls arrive at the same time and one has a priority of 5 stars while the other's priority is 3 stars, the one with 5 stars is scored as though it had arrived 4 minutes before the other interaction, and so will be routed first. Therefore, an interaction may arrive before another but be routed after the other based on the priority calculations applied to each interaction.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 01-08-2020 14:53
From: George Ganahl
Subject: Are transferred calls set at the lowest priority?
It never was valid.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 01-08-2020 14:51
From: Paulo Mesquita
Subject: Are transferred calls set at the lowest priority?
Hi George,
Is the Interaction Score formula still valid?
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Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 01-08-2020 08:32
From: George Ganahl
Subject: Are transferred calls set at the lowest priority?
The Resource Center is not correct, and is waiting for an update last I talked to Dev about it.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 01-07-2020 22:51
From: Paulo Mesquita
Subject: Are transferred calls set at the lowest priority?
Hi Will,
The PureCloud ACD processing is explained here:
https://help.mypurecloud.com/articles/purecloud-acd-processing/
The platform actually look at the interaction score instead of priority only:
Interaction Score = {Time Waiting (in minutes)} + {Priority}
For example:
- A call waiting for 1 min with a 10 priority has a score of 11 (1+10).
- A call waiting for 10 min with a 2 priority has a score of 12 (10+2) and will be answered first.
If you use expression instead of the star model, you can set priority to higher values like "100" or "1000" and avoid this issue.
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Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 01-06-2020 09:14
From: George Ganahl
Subject: Are transferred calls set at the lowest priority?
Changing the priority cannot be done using the Blind Transfer button in the UI.
About the only way to accomplish that would be to create an Inbound Call flow that has a Transfer to ACD action that sets the desired priority and transfers the call to the new queue. Assign a dummy DID number in Routing to go to that flow, and have the agent enter that number in the Blind Transfer dialog (I usually create a Number Plan which takes a 4-digit number as a regular Expression and maps it to that DID number). Since the number is internal, the call stays within PureCloud rather than looping out to the telco and back.
Another option some folks use is to create a Secure Call flow that does the Transfer to ACD and sets the new priority. You would have to create a button in the script used for the call to transfer it to the Secure Call flow. That's a bit more work, but just as effective and the agent doesn't have to worry about remembering the number to transfer to. You could also have multiple buttons, one for each queue they might want to transfer to with labels to keep it easier for the agents.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 01-05-2020 20:34
From: Will Bellerby
Subject: Are transferred calls set at the lowest priority?
Thanks George!
Is it possible that if you answered a call at priority 5, and then transferred it, the priority is bumped up to a 10 as part of the transfer action?
Also the info about prioritisation is great thanks! I expected it to work similarly to PureConnect with the weighted scores.Very interesting.
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Will Bellerby
Pyrios NZ Ltd
Original Message:
Sent: 12-19-2019 15:28
From: George Ganahl
Subject: Are transferred calls set at the lowest priority?
I did a quick test, with a call entering my first queue with a priority of 10 assigned in an Architect Inbound Call flow. The agent answered, then did a blind transfer to a second queue. The second agent answered, then hung up.
In the back-end logs, I show the priority of 10 being carried through after the transfer, so the call still had that priority assigned when entering the second queue.
Keep in mind that a call's priority merely modifies the time at which a call is perceived by ACD as having entered a queue. So, a call that is transferred from one queue to another resets the time it entered the new queue, and a call that has been in that new queue longer will still be routed first. A priority of 2.5 stars (which is really a priority score of 5) shifts the time entered back 5 minutes (actually 300,000 milliseconds) so a call transferred from another queue needs to have a priority of at least 6 (3 stars) to have a chance of being routed before a call that entered the queue up to 30 seconds ahead.
Let me know if that's not very clear...priority is a bit non-intuitive.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 12-19-2019 14:55
From: Will Bellerby
Subject: Are transferred calls set at the lowest priority?
Hello,
One of our customers is finding calls which are internally transferred to another queue are being beaten by calls with a 2.5 priority set from the IVR.
Do we know what priority transferred calls are?
Thanks!
#Routing(ACD/IVR)
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Will Bellerby
Pyrios NZ Ltd
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