Genesys Cloud - Main

Hi,

(don't pay attention to the title)

We use agent owned campaigns and queue campaigns. It seems that agent owned campaigns are always prioritized over queue campaigns even if the priority tells otherwise.

Is it a classic behavior for agent owned campaigns to be priorited over queue campaigns ?

Thank you

#Outbound

Hi Celine,

Are you setting the priorities before the calls are placed? While changes to the Priority setting take effect immediately in a running campaign, calls in the queue are not affected by changes in campaign priority, as campaign priority is only considered when placing calls.

You can find more info about call priority using the following Resource Center articles:

https://help.mypurecloud.com/articles/prioritizing-campaigns/

https://help.mypurecloud.com/articles/agent-owned-records-for-preview-campaigns-overview/

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Jason Kleitz
Genesys - Employees
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