Genesys Cloud - Main

I am looking for a way to prioritize media types.  We use flows for calls, where I can prioritize one queue over another, but we don't use flows for email queues, so I cannot assign a priority to them.  We have our Utilization set up to allow voice interactions to interrupt email interactions, but that will only happen if an email interaction is answered if that is presenting itself before the call interaction.  

Is there a way to only have email interactions come in if there are no call interactions waiting?

Thanks,

#ArchitectureandDesign

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Scott Boatman
SERVPRO
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Every interaction into the system has a priority.  Open up the priority section here:
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

I believe the default for any interaction is 0, so anything higher will be ahead of others.  Now, when an interaction is waiting, it gains a 1 half a star or 1 point for every minute of waiting, so a call waiting for 10 minutes will have a default value of 10 already.  When it comes to emails and chats, those points can rack up pretty quickly.  To avoid calls getting "stuck" behind other media, use an extremely high value for them to send them to the front of all other media types by using a priority of 10+XXXXX where XXXXX is any value you want added to 10.  Say your emails sit in queue for 26 hours - that is another 1560 points for those emails at the front of the line.  Set your call priority to 10+5000 and they will always be answered before any other Email.  

Hope that makes sense and gets you where you want.  

Robert

Hi Scott,

Have you tried to use the priority option available in email routing settings?
I've never used, maybe it helps.


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Paulo Mesquita
Spark NZ Trading
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