Genesys Cloud CX

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  • 1.  Interaction Priority

    Top 25 Contributor
    Posted 05-26-2022 12:28
    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 ;-)

    Paul Simpson
    AAA Club Alliance Inc.

  • 2.  RE: Interaction Priority
    Best Answer

    Posted 05-26-2022 16:38
    In my daily use of artificially bumping priority, it's in minutes.


    Dan DeSive
    Acendas Travel

  • 3.  RE: Interaction Priority

    Posted 05-26-2022 17:06
    Documentation is pretty clear that it is minutes.

    Anton Vroon

  • 4.  RE: Interaction Priority

    Posted 05-26-2022 17:38
    Hey Paul,

    What's going on?! George and I talked about your question on the latest episode of the Q&A Show.

    Also, George mentions that he'd written two community posts on this here is one post and a slightly more detailed discussion.


    Matt Lawson
    Genesys - Employees
    Online Community Manager

  • 5.  RE: Interaction Priority

    Top 25 Contributor
    Posted 05-26-2022 18:38
    Thank you, everyone!

    Yes, I found those resources too, and saw the posts ;-) (Didn't spot the Q&A though!)

    I was "discussing" the matter with some other "experts" who swore blind that it was seconds / milliseconds (and, to be fair, why would you want an offset of over half a century max!) so I wanted some additional "resources" to throw at the folks concerned ;-) (Usual stuff, "Documentation MSUT be wrong", "I heard".... etc.)

    All good and thanks again.

    Paul Simpson
    AAA Club Alliance Inc.

  • 6.  RE: Interaction Priority

    Posted 05-27-2022 08:36
    Hey folks, wanted to chime in here just to tease a feature that I'm working on for release later this year.  I am planning to introduce a new routing method 'absolute priority' routing - this will effectively enable customers to use the priority value ONLY as the determining factor for which interactions are answered across queues.  Effectively we'll not consider the time in-queue at all.  I think this will be generally helpful for giving customers confidence that the interactions they say are most critical are answered first (without having to worry about making sure something that's been languishing in a queue might trump a new interaction that was not given high enough priority to move ahead in line.   This is also a really critical need when we start to route workitems and we're making great progress there so this will be needed soon!


    Chris Bohlin
    Product Manager - PureCloud

  • 7.  RE: Interaction Priority

    Posted 06-30-2022 14:23

    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)


    Todd Allred
    IBM Corporation USA

  • 8.  RE: Interaction Priority

    Posted 07-07-2022 00:47
    Hi Todd

    If you set the priority for transfer calls to 10, that is basically treating transfer calls as if they have already waited 10 minutes when they join.
    So a normal call that has waited 11 minutes already will have a higher priority than a new transfer call and will get answered first, while a transfer call that has waited 11 minutes will be treated as though it has waited 21 minutes.

    That is what priority is, it is just a virtual wait time adjustment.

    This should be enough, otherwise you would have to keep checking transfer calls, for the flow start time, and if that is more than 10 minutes then adjust the priority back down to 0, then they would be treated as equal.

    But generally the first option is how it is supposed to work. A set of calls get a boost but not so high that calls that have been waiting really never get answered.

    Anton Vroon