Genesys Cloud - Main

Just wanted to verify, if we have multiple queues and prioritizations are the same, is the Genesys app going to try to just clear out the queue with the most volume first?

#Routing(ACD/IVR)

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Tommy Oudavanh
ISN Software Corporation
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Tommy,

In Genesys Cloud, Queues are not Prioritized, Interactions are.

When an Agent becomes available, in essence the system looks at all the waiting interactions they are eligible for (waiting in a queue they are active in, have the necessary skills etc.) The Agent gets the interaction that has apparently been waiting the longest. I say "Apparently" because the way prioritization works is to apply an offset to the wait time (so higher prioritized interactions appear to have been waiting longer than they really have.)

HTH

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Paul Simpson
Eventus Solutions Group
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