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How would I dynamically add more priority to the routing priority to a Transfer to ACD?

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  • 1.  How would I dynamically add more priority to the routing priority to a Transfer to ACD?

    Posted 04-03-2023 11:43
    No replies, thread closed.

    I have a situation where when a call comes into the call flow, the caller is prompted to enter their identifying number, this will then automatically assign them with a higher priority, over other customers. The priority caller would then be transferred to the queue that would handle the call, and the wait time for the queue would be evaluated, and add on 30% more time to bump that caller up in being answered, as compared to standard callers. 


    #ArchitectureandDesign

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    mark heili
    Generac Power Systems, Inc.
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  • 2.  RE: How would I dynamically add more priority to the routing priority to a Transfer to ACD?

    Posted 04-24-2023 16:31
    No replies, thread closed.

    If you want these calls to always have priority, just set the priority when using the Transfer to ACD to be 10+2000 or any other number that is higher than 10.  You could get the EWT and calculate the + amount over that.  Usually, you get a point for every 30 seconds of wait time.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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