BusinessSystemsDev | 2019-08-15 20:50:34 UTC | #1
I've been through the documentation but am not understanding how best to increase the priority of a call.
We have clients that require enhanced support. When those users call in, they should be transferred to our service desk with a higher priority call and should essentially be bumped up to the top of the support call queue.
In the Transfer to ACD task of my call flow, I increased their priority. I also added a skill called "Priority Skill" and put that skill on the members of our support team.
In testing this, I am not noticing any difference in my call wait time. It seems i'm still ending up at the back of the queue.
Any suggestions?
tim.smith | 2019-08-15 21:02:59 UTC | #2
It sounds like you're looking for Bullseye routing. General configuration questions, like how to configure routing, are best suited for the PureCloud Community Forum.
BusinessSystemsDev | 2019-08-15 21:12:01 UTC | #3
Thanks, I'll take a closer look into Bullseye Routing.
Still getting the hang of Developer vs Community forums, I appreciate your input. Please feel free to delete the post as I have the suggestions you've given.
system | 2019-09-15 21:05:22 UTC | #4
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.
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