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Hi-was reading through this thread, links, and the transfer to ACD action for setting Priority.
We have a requirement that is as follows: If a call is presented to a queue and the call is a transfer from another queue and is on hold for <10 (or x) minutes, it would always take precedence/have priority over a regular inbound call to that queue and the transferred call would route to an agent first. However, after 10 minutes on hold, the desired logic would be for the regular inbound call to take precedence/priority over a transferred call. The purpose of this is to generally limit the wait time of transferred calls, but also not make regular calls in queue wait too long to get answered. What is the best way to accomplish this? #Routing(ACD/IVR)
Another place in the Doc which states it is one minute is found on https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
"Note: When multiple interactions are in queue, Genesys Cloud ACD distributes them based on the interaction that arrives first, down to the millisecond. As interactions arrive into the queue, the system applies a routing score. This score is calculated from the priority assigned to the interaction and its arrival time with a priority point system such that one point of priority equals adding one minute of time that the call is waiting. For example, if two calls arrive at the same time and one has a priority of 5 points while the other's priority is 3 points, the one with 5 points scores as though it arrived 2 minutes before the other interaction, and routes first. Therefore, an interaction may arrive before another interaction but routes after the other, based on the priority calculations applied to each interaction."
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