The brief answer is, Genesys Cloud uses FIFO routing based on when it thinks an interaction entered the queue, across all queues that an agent is a member of when the agent goes available.
See my detailed comment in
https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=44c84969-2a4f-4812-bb81-e7aa081643b8&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewerfor more explicit information on how arrival time is calculated.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 04-27-2020 17:15
From: Vaun McCarthy
Subject: Inbound calls priorities
I read that Transfer to ACD priority as giving the specific interaction a different priority within that queue which in hindsignt seems incorrect reading this thread.
So if we have Queue A and Queue B and in the architect flow for Queue B we set a priority of 10, does that mean ALL calls for Queue B have a priority of 10? An Agent who's in both queues would get the Queue B call first, regardless of what time they came in or wait time?
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Vaun McCarthy
NTT New Zealand Limited
Original Message:
Sent: 01-31-2019 11:14
From: Melissa Bailey
Subject: Inbound calls priorities
You can set the priority on the Transfer to ACD action in architect.
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 01-31-2019 11:09
From: Charaf Eddine Chemlal
Subject: Inbound calls priorities
Hello,
How can we manage call priorities in Purecloud ? is it in Architect ?
I want to make all Inbound calls for a specific queue to be high priority to others ?
Regards,
#Implementation
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Charaf Eddine Chemlal
Dimension Data France
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