Dariusz | 2017-10-27 13:13:44 UTC | #1
In my custom application I want to take an existing email interaction that is waiting in the queue and transfer it to another queue with increasing its priority. Is there any way to increase the email’s priority in my scenario?
AlonsoM | 2017-10-27 15:12:27 UTC | #2
What I have done in the past is create a queue, then create an in-queue flow assigned to that queue that essentially is a task that transfers to the ACD Queue you eventually want to get to. In the transfer to ACD object you increase the priority as needed. I typically name the queue "Transfer <queue name>" The behavior is that you blind transfer to said queue and the queue's in-queue flow will flow the call back out to the final destination with the correct priority.
The agents then would send it to the queue you initially created, I call them operational queues because they are created to do a task (like transfer a call with a high priority). This is my work around until the feature "transfer to flow" option from the UI/CTI is released.
The caveat is that your performance dashboard could get crowded depending on how many operational queues you create.
Hope this helps.
Dariusz | 2017-10-27 15:57:48 UTC | #3
Thanks Alonso for your response. You are referring to voice but I need to do this for emails. Any other ideas?
anon39326996 | 2017-10-27 16:01:43 UTC | #4
I'm not aware of a way to do this, including via the API.
Dariusz | 2017-10-30 16:31:46 UTC | #5
Is it planned to provide an option to control the priority of waiting interaction via the API call?
system | 2017-11-30 16:31:58 UTC | #6
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 2022