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  • 1.  Call prioritization in PureCloud [Architect]

    Posted 08-02-2019 13:41
    Edited by Matt Lawson 08-06-2019 08:51
    No replies, thread closed.
    Hello,

    I have a question about call prioritization.

    Scenario : In my case, I have two call flows. One manages UK store calls and the second manages FR store calls (Queue FR and Queue UK)

    Goal : I would like to prioritize all FR store calls over UK store calls

    I can't process this prioritization since the calls come in via two different call flows (two different Call Routing)

    How, from architect, I can prioritize one call over the other knowing that the two calls follow two distinct call flows and they will be distributed to two different Queues ?

    Best Regards,

    ​
    #Routing(ACD/IVR)
    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------


  • 2.  RE: Call prioritization in PureCloud [Architect]

    Posted 08-02-2019 13:59
    No replies, thread closed.
    I'm assuming you have the same agents on both queues.  In your FR call flow, assign higher priority on the transfer to ACD action than you do in your UK call flow.  As the flow author you will be responsible for knowing the difference.  When an agent becomes available and there are calls in both queues, the call with the highest priority (regardless of which queue it is from) will be offered to the agent.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Call prioritization in PureCloud [Architect]

    Posted 08-02-2019 14:09
    No replies, thread closed.
    Thank you @Melissa Bailey for your answer

    You're right, I have the same agents in both queues.
    As you described, when the customer is waiting, and an agent has just been available to take the call, I would like him to take it as a FR Queue agent first.​

    To do so, I should give the highest priority in the Routing area under Transfer to ACD ( or 5 stars) for all Transfer to FR queues and a lowest priority for UK Queues inside the other call flow, Right ?

    Regards,

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


  • 4.  RE: Call prioritization in PureCloud [Architect]

    Posted 08-02-2019 14:23
    No replies, thread closed.
    Yes.

    https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/ expand the "about priority assignment section"

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Call prioritization in PureCloud [Architect]

    Posted 08-23-2019 11:14
    No replies, thread closed.
    Getting the call into the queue with a higher priority in set in architect,  & queue priority is set in the bullseye, ACD skills or the best agent skills :)

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------

    Original Message


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