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  • 1.  Priorioty settings for live channels and email

    Posted 01-06-2026 07:21
    No replies, thread closed.

    Do anyone have expierence in setting priority on live channels(voice, chat) and email when using blending. We are looking into start with 1 000 000 for voice and chat and start with 1000 on email and other written media. We are using conversation score on the queue. We would like live channel to always have priority over email. Sinc it is adding one point of score every minute with conversation score.


    #Routing(ACD/IVR)

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    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
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  • 2.  RE: Priorioty settings for live channels and email
    Best Answer

    Posted 01-06-2026 16:23
    No replies, thread closed.

    Hello Eystein,

    While I can't comment on personal experience, what you have suggested does sound fairly feasible to ensure that voice and chat will always have the highest priority. Hopefully someone from the community can chime in with their own experience.



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    Jason Kleitz
    Online Community Manager/Moderator
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