Genesys Cloud (formerly PureCloud)

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Priority On Internal Queue Transfer

  • 1.  Priority On Internal Queue Transfer

    NEW MEMBER
    Posted 14 days ago
    Is there a way to reprioritize a call when making an internal queue to queue transfer? We have priorities set to match our customer call volumes but when an agent fields a call that ultimately needs to go to escalation for resolution the calls often sit for an unacceptable time before getting to the front of the line for assistance. We would like to have some systematic help to get these calls picked up first.
    Thanks ​
    #Telephony

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    Nathan Washam
    JACK HENRY & ASSOCIATES, INC.
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  • 2.  RE: Priority On Internal Queue Transfer

    Top 25 Contributor
    Posted 14 days ago
    Hi Nathan

    Some of the ideas put forward on this one have been to use the in-queue call flow associated with that queue to essentially send it back to itself - so pick up the original queue name and then use a Transfer to ACD task to send it back to the same queue again - setting the priority there, or have virtual/dummy queues and when the user transfers to that, essentially do the same thing but use that in-queue flow to send it to the "correct" queue.

    Another thought is to do the transfer within a script so that you could actually send the call to a flow or number tied to a call routing flow instead - and have the logic in there.  You could pass in the queue name from a variable in the script.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Priority On Internal Queue Transfer

    Posted 13 days ago
    Great ideas Vaun!

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 4.  RE: Priority On Internal Queue Transfer

    GENESYS
    Posted 13 days ago
    Nathan - the other, related solution I see lots of customers do is create a dumb 'transfer queue' that has no members and immediately calls an in-queue flow.  This guarantees the priority of the interaction is raised.  Using an in-queue flow directly in the target queue will only raise the priority if no agents are available - which, quite frankly, may be good enough, but using the dummy queue also makes reporting on transfers quite easy!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 5.  RE: Priority On Internal Queue Transfer

    Posted 13 days ago
    Hi Chris, regarding using the dummy queue with no agents, that raises the priority but is that priority maintained if you overflow to another queue as ultimately you need to get it to an agent?
    Not sure I see the benefit of a dummy queue if we can increase the priority and target the same queue. The reporting would still allow to track the call as a transfer without the need for a specific transfer queue (arguably having a dedicated transfer Q makes it simpler to monitor).
    Thanks

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    Hichem Agrebi
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  • 6.  RE: Priority On Internal Queue Transfer

    GENESYS
    Posted 11 days ago
    Totally valid, Hichem.   I was really just pointing out what I've seen other due.  Agree the in-queue flow will meet your use case!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 7.  RE: Priority On Internal Queue Transfer

    NEW MEMBER
    Posted 11 days ago
    Thanks for all the comments and suggestions!

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    Nathan Washam
    JACK HENRY & ASSOCIATES, INC.
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