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  • 1.  Not able to see Call Jump after Priority is set for an interaction

    Posted 04-13-2023 13:48
    No replies, thread closed.

    Hello All,

    We are prioritizing interactions using the SetPriority feature  in Inqueue flow. It is working as expected.
    But we wanted to see call jump after priority setting, so we used call.positioninqueue inbuilt variable to check the position before and after priority setting.
    we printed the position in participant data.
    But after checking we came to know that position before and after priority setting is same.
    we tried printing the number of  waiting calls in queue before routing the call to queue, so we can get to know the initial position of call before coming to queue, but no use there also.
    Can anyone help me understand this scenario, why call position in queue is not changing after setting priority also.

    To check the change in position of call in queue after setting priority

    #Routing(ACD/IVR)

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    Gowtham N
    Cognizant Technology Solutions India Private Limited
    ------------------------------


  • 2.  RE: Not able to see Call Jump after Priority is set for an interaction

    Posted 04-14-2023 08:20
    No replies, thread closed.

    Hi Gowtham - this is unfortunately a limitation in analytics where they are not able to process the update event.  We are looking for ways to address this but I don't have any timing on it currently.  The conversation itself will have the correct priority value but there isn't an easy way to 'check it.'



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
    ------------------------------



  • 3.  RE: Not able to see Call Jump after Priority is set for an interaction

    Posted 04-17-2023 08:38
    No replies, thread closed.

    Thank You Mr. Chris Bohlin!
    Hope we will see it soon..



    ------------------------------
    Gowtham N
    Cognizant Technology Solutions India Private Limited
    ------------------------------

    Original Message


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