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I am trying to determine the correct priority setting in the ACD by setting "Eic_AttDynamicWorkgroupPriority" to the correct level for two separate call flows that route to the same workgroup.
We receive calls from two streams, the first is Indirect, where the calls have already been with another team but are unanswered after 40 seconds. The second stream are Direct calls. Now I want to give the first indirect stream priority, because they have already waited 40 seconds to have the call answered, so they should have the higher priority than the direct calls.
As the calls are going to the same workgroup, I understand the calculation on which call is answered first, will be dependent only upon the TimeInQueue and the Priority setting. I read somewhere that the "weighting" for TimeInQueue increases by 1 for every 30 seconds in the queue. If this is correct, then if I set the Direct Calls to have a priority of 50 and the indirect Calls to 52, then the following scenarios apply.
Calls enter queue – Indirect Calls will have priority of 52 compared to Direct at 50 so Indirect Calls will be answered first
Calls in queue – After 1 minute, a Direct Call will have priority of 52, so this will have the same priority as an Indirect Call just entering the queue, so they will both have a weighting of 52 and it will likely be whichever was first to get to that score.
Is my logic correct? Is the priority setting that precise?
Interaction Score = (Agent's Skill Score * Weight for Skills) + (Priority * Weight for Priority) +
(Time in Queue * Weight for Time in Queue) + (Time in System * Weight for Time in System).
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