Hey Genesys Cloud Gurus / Junkies!
I'm sorry to be posting this and possibly dragging up an old chestnut, but I need a definitive answer and getting differing opinions! I
think I know the correct answer, but need some additional evidence...
So, I understand that setting a priority on an interaction effectively "offsets" the time in queue so a higher priority call appears to the selection algorithm to have been waiting longer than it actually has.
I can see from the interface that the range is +/- 25,000,000.
My question is, what are the units?
My reading / research is telling me these are minutes (so giving an interaction a priority of 10 would mean it would immediately out-rank any interaction that has been waiting for less than 10 minutes) and thus giving an interaction a priority of 25,000,000 would mean it would be answered before any interaction that had been waiting for less than approximately 65.5 years!
I am hearing from other folks that it's seconds (making 25,000,000 about 9.5 months) or even milliseconds (just under 7 hours)
Can anyone definitively settle this?
We are wanting to prioritize some interactions over others, but not leave lower priority interactions to never get answered (jut have to wait longer) so we need to kow the units!
Thank you in advance ;-)
#Routing(ACD/IVR)