Hello,

I am trying to get a clearer picture of how/when priority can be set 'higher' (in our case) in the Architect Transfer to ACD element when a contact center rep may be a member of two queues that have different routing methods set. Setting priority in the Architect element for Transfer to ACD seems do nothing for the interaction if the longest IDLE rep is in a queue with agent preferred routing being used (and no priority).

My example is contact center rep A is a member of two different queues. Assume there is only one call in each queue when Rep A is longest IDLE (next in line):
Queue 1 - standard routing, sets a skill and a priority, example 60.
Queue 2 - agent preferred routing, uses a derived Agent List where rep A may be included (usually is). No priority... lets default of zero be used.

If a call comes into Queue 1 and then a call comes into Queue 2 (before, same time, later where priority is concerned), the thought would be that when Rep A is longest IDLE (next in line) the call to Queue 1 would be delivered to Rep A. However, we are finding that the call to Queue 2 goes to Rep A, basically ignoring the bump in priority in the Transfer to ACD usage of the element (screenshot left side). The call in Queue 1 simply remains until no calls are in Queue 2 at all. This does not seem like its respecting the priority setting.

Hello Greg, 

What you are seeing is expected behavior agent preferred routing queue will override the standard routing queue. Here is some documentation on preferred agent routing for more info.  

Cheers, 

Hello,

I am trying to get a clearer picture of how/when priority can be set 'higher' (in our case) in the Architect Transfer to ACD element when a contact center rep may be a member of two queues that have different routing methods set. Setting priority in the Architect element for Transfer to ACD seems do nothing for the interaction if the longest IDLE rep is in a queue with agent preferred routing being used (and no priority).

My example is contact center rep A is a member of two different queues. Assume there is only one call in each queue when Rep A is longest IDLE (next in line):
Queue 1 - standard routing, sets a skill and a priority, example 60.
Queue 2 - agent preferred routing, uses a derived Agent List where rep A may be included (usually is). No priority... lets default of zero be used.

If a call comes into Queue 1 and then a call comes into Queue 2 (before, same time, later where priority is concerned), the thought would be that when Rep A is longest IDLE (next in line) the call to Queue 1 would be delivered to Rep A. However, we are finding that the call to Queue 2 goes to Rep A, basically ignoring the bump in priority in the Transfer to ACD usage of the element (screenshot left side). The call in Queue 1 simply remains until no calls are in Queue 2 at all. This does not seem like its respecting the priority setting.