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Is it possible to set queue priority?

  • 1.  Is it possible to set queue priority?

    Posted 12-07-2022 01:57
    Hello, please give me some advice.

    ·Purpose
    I want to lower the priority of the callback and respond to the inbound first.

    ·detail
    If there are no free agents in queue A,
    Transfer to queue B and accept the callback.
    If the agents who can receive queues A and B set the ON queue,
    Queue B's callback is assigned immediately.
    I want to respond to queue B's callback when queue A's interaction is gone.

    I thought it could be achieved by setting the priority of the queue, but I can't find the setting.
    How can we do that?
    #Routing(ACD/IVR)

    ------------------------------
    Akihiko Suzuki
    NEC Corporation
    ------------------------------


  • 2.  RE: Is it possible to set queue priority?

    Posted 12-07-2022 03:02
    Hi

    You can set the priority under Routing section of Transfer to ACD block. What you need to do is set the priority for Queue A to a higher number and leave priority for queue B to "0"


    Note that one priority point equals adding one min call wait time

    ------------------------------
    Muhammad Zubair Awan
    ------------------------------



  • 3.  RE: Is it possible to set queue priority?

    Posted 12-07-2022 10:20
    To be clear, Queues don't have priorities, Interactions do. You don't actually need two queues in order to do this.

    The way priority works is that the value given (as described by Muhammad) is added to the interaction's waiting time when ACD is making its calculations. So you can make an interaction appear to have been waiting for longer (or not as long - negative priority) than it actually has. (This does not affect what is shown on dashboards or in reports.)​

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 4.  RE: Is it possible to set queue priority?

    Posted 12-07-2022 19:42
    Thank you Muhammad and Paul for your answers.

    I understand that I need to prioritize interactions instead of queues.
    Since the callback is registered with a priority of 0,
    By setting the priority of ACD transfer to 1 or higher,
    It means that incoming calls have priority over callbacks.

    Is it possible to specify a time for the callback?
    With the above method, the callback alert will start when the inbound stops even for a moment.
    It is preferable to be able to initiate the callback at a specified time.

    ------------------------------
    Akihiko Suzuki
    NEC Corporation
    ------------------------------



  • 5.  RE: Is it possible to set queue priority?

    Posted 12-07-2022 21:19
    Given that you already have a separate queue (B) for callbacks. You can have agents to only activate the callback queue (B) when ready to attend callback calls. A supervisor can also activate/deactivate the agents for a queue if you dont want to give agents that control.

    ------------------------------
    Muhammad Zubair Awan
    ------------------------------



  • 6.  RE: Is it possible to set queue priority?

    Posted 12-08-2022 00:04
    thanks muhammad

    I figured out how to do that.
    If possible, I wanted to realize it without doing any operation, but is it difficult?

    ------------------------------
    Akihiko Suzuki
    NEC Corporation
    ------------------------------



  • 7.  RE: Is it possible to set queue priority?

    Posted 12-08-2022 10:36
    Akihiko,

    I'm trying to figure out what you want to achieve here?

    If you have calls and callbacks in queue, then setting a crazy-high priority on calls (or crazy-low on callbacks) will result in Calls always being answered ahead of callbacks (the limit equates to over 50 years of "offset"!)

    If no calls are waiting, callbacks would be offered. If you want to stop an agent receiving a callback, they just need to be deactivated in the callback queue (since you have them separated into a different queue.)

    Are you saying that you don't want callbacks to be presented to available agents, even with no calls waiting, but with no intervention from the agent and / or the supervisor? If so, what are the circumstances where the callback should be presented?

    Sorry, but I'm struggling to wrap my head around the requirements here ;-)

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 8.  RE: Is it possible to set queue priority?

    Posted 12-08-2022 14:48
    You cannot specify a time for an inbound callback using Architect directly, however if you create a Data Action to call the API, I believe it can be done.

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 9.  RE: Is it possible to set queue priority?

    Posted 12-08-2022 23:54
    Pole
    Thank you for answering.

    Sorry for not being able to explain well.

    ·Thing you want to do
    I want to handle only inbound from 13:00 to 14:00
    I want to support callbacks after 14:00

    ・Content of the question
    I received an answer that I should enable the callback queue at 14:00,
    I would like to automate this operation.

    ・What I learned
    1. There is a way to use data actions.
    2. Batch API to enable agents in the callback queue.
    This method seems good.

    ------------------------------
    Akihiko Suzuki
    NEC Corporation
    ------------------------------



  • 10.  RE: Is it possible to set queue priority?

    Posted 12-09-2022 02:25
    Hi, thank you for the question, Akihiko. I would be interested to see how the data action looks like.

    ------------------------------
    Thomas Repking
    Canada Life Group Services Limited
    ------------------------------



  • 11.  RE: Is it possible to set queue priority?

    Posted 12-09-2022 08:59
    It's important to understand that more or less anything that can be done in the UI can also be done using the API - often with enhanced features.

    For example, in this case, the tool in Architect can create a callback in a queue. The API endpoint can attach skills, preferred agents, times etc. when creating a callback.

    For anything beyond the most basic of systems, you will end up using the API and you can do so from within Architect, or a Script, by creating Data Actions. (Or you can call the API from an external system.)

    I recommend paying a visit to the Genesys Cloud Developer Center and signing up for the forums there too....

    HTH

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 12.  RE: Is it possible to set queue priority?

    Posted 12-09-2022 11:40

    If you succeed with your plan, you are inviting a whole host of new problems, so be warned.  I know because I was asked to try to accomplish the same thing.  Now we are playing a lot more phone tag with our customers than before, however, we reduced the number of agents who were abusing the callbacks and hanging out post wrapup without the callback being disconnected, etc.  In the end, I am not sure if we truly are any more efficent.  I think we just shifted things into different stats.

    Anyways, we accomplished this in a different, but similar way, but I think it is better.

    1. Created a callback skill
    2. Set the queue to Bullseye and we remove the callback skill after 15 minutes (it started at 45 minutes, then 30, and now 15).  We optimized the skill removal over time, as we worked to staff the callback skill appropriately and while tweaking callback priorities too.
    3. In our In-Queue flow, when a callback is requested, after number verification, if a "CB Schedule" is active, we use the set priority action to raise the callback priority and we skill and queue the callback.

    The goal was to have prefered agents to handle callbacks, so we wanted callbacks to be prefered for the small group of agents who are skilled for callbacks.  These are agents who have demonstrated that they can handle callbacks efficiently.  This way they get most of the callbacks and calls don't win as we've upped the callback proirity to 15 minutes.  Now the bulk of the agents get calls first.  Now the bullseye gives us an overflow capability so that the callback team has backup.  Now this snowballs at times, so we've been working to staff the callback team while bringing the thresholds down, so that we can keep the difference between average time to answer as close as possible.  Currently calls are still winning, but the difference went from nearly 30 minutes of deviation down to about 5 or so.

    Not sure the business case you have, as that is still not clear, but we are doing this temporarily until the callbacks beta is to a point where we can switch to it and have auto-dial and auto-disconnect.



    ------------------------------
    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
    ------------------------------



  • 13.  RE: Is it possible to set queue priority?

    Posted 12-16-2022 01:34
    Thanks for the advice guys

    We will discuss with the customer how to respond.
    Now that I know that I can automate it using the API,
    I think we were satisfied with the result.

    Thank you very much.

    ------------------------------
    Akihiko Suzuki
    NEC Corporation
    ------------------------------



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