Thank a lot for the detailed explanation.
Original Message:
Sent: 06-09-2023 13:24
From: Paul Simpson
Subject: Data table / meaning of priority in data tables
No, the value applied in the transfer operation is in minutes. My point is that there is nothing to stop the value being retrieved from the data table being manipulated. It isn't uncommon to apply some kind of "scaling factor" to the number in the table for reasons unknown to anyone but the developer!
Regarding what it does. Genesys Cloud will route the interaction that appears to have been waiting the longest (ignoring things like Skills etc.) When you specify a positive priority, what it does is to subtract that value from the arrival time, so it appears to have been awaiting longer and therefore gets answered sooner.
Say I have two interactions waiting. Interaction A came in at 10:00 with a priority of 0. Interaction B came in at 10:03 with a priority of 10. When selecting an interaction, Interaction B will appear to the ACD engine to have arrived at 9:53, so will be routed first.
However, same scenario but Interaction B came in at 10:13, now it will appear to have arrived at 10:03, so Interaction A will be routed first.
Notice, you can also use negative priorities which will do the opposite. It's also worth noting that priority is a relative thing. If you were to give EVERY interaction a priority of, say 10, then you haven't achieved anything since they would still be routed in the order they were received.
None of these "apparent" times will show up in reports, though!
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 06-09-2023 12:12
From: Mamadou Diene DIOP
Subject: Data table / meaning of priority in data tables
Thank you.
Yes it is. So the value can be in seconds or minutes? Il this is the case, then a lower value means higher priority for any queue.
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Mamadou Diene DIOP
Ceritek Sarl
Original Message:
Sent: 06-09-2023 11:59
From: Paul Simpson
Subject: Data table / meaning of priority in data tables
From your question, I'm assuming that you have priorities stored in a Data Table and then being applied as part of your Architect logic to interactions being sent to queues?
If so, the correct answer will be that it depends on what the programmer configured. It isn't uncommon to have the value entered into the Data Table scaled prior to being applied to the queue.
The raw value used in the transfer action is minutes, so a priority of 1 makes the interaction appear to have been in the queue for 1 minute longer than it actually has, when making routing decisions. Set up a Transfer to ACD action - Genesys Cloud Resource Center
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 06-09-2023 11:54
From: Mamadou Diene DIOP
Subject: Data table / meaning of priority in data tables
Hi,
In #Architect / #DataTables, I'd like to know what is the unit of measurement for the numbers positioned in the priority column (#PriorityValue) of a queue?
My question is: is it minutes or seconds?
Thanks for your response
Regardes,
Mamadou
#ArchitectureandDesign
#Routing(ACD/IVR)
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Mamadou DIOP
Ceritek Sarl
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