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  • 1.  Prioritizing VIP Calls in an Inbound Flow in Genesys Cloud

    Posted 8 hours ago

    Hello everyone,

    I am looking to implement call prioritization within an inbound flow in Genesys Cloud. Here's the scenario:

    • All incoming calls go into the same queue.
    • A Data Action returns a value indicating whether the caller is a VIP or a standard customer.
    • I want VIP calls to be handled first compared to standard callers.

    My question:
    How can I configure this in an inbound flow?
    Is it possible to dynamically prioritize calls in the same queue based on a variable (e.g., VIP vs. standard)?
    Should I use routing skills, priority settings, or another approach?

    Any advice or best practices would be greatly appreciated.

    Thank you in advance!


    #Routing(ACD/IVR)

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: Prioritizing VIP Calls in an Inbound Flow in Genesys Cloud

    Posted 7 hours ago
    Edited by Phaneendra Avatapalli 6 hours ago

    Hi Ragheb,

    You can do this in a single queue by setting the Priority on the Transfer to ACD action based on the result of your lookup. Genesys lets you pass a literal, variable, or expression into the Priority field. Genesys Cloud priority values are integers used in Architect to influence interaction routing order, with a range of -25,000,000 to 25,000,000. Priority increases ACD assignment consideration while keeping normal time-in-queue reporting separate.

    A practical way to do it would be:

    1. In the inbound call flow, create an integer variable such as:
      • Flow.Priority = 0
    2. Use your existing Data Action to determine whether the caller is VIP or standard.
    3. Based on the result, set Flow.Priority to the value you want.
      Example:
      • VIP = 100
      • Standard = 0
    4. On Transfer to ACD, pass Flow.Priority into the Priority field.
    5. If the lookup is successful, you could also pass that value into a script/screen pop so agents can easily identify that the caller is VIP when the interaction is delivered.

    That way, both call types can still go to the same queue, but VIP calls are considered ahead of standard calls for routing. Genesys also notes that one priority point is approximately a one-minute advantage, and if you want values higher than 10 you can switch the field to expression mode.

    So for 1000, you could do something like:

    • 10 + 990
    • 1 + 999
    • 500 + 500

    If you want to manage the values more dynamically, you could also store the priority values in a data table instead of hardcoding them in the flow, but that part is optional depending on how you want to manage it.

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 3.  RE: Prioritizing VIP Calls in an Inbound Flow in Genesys Cloud

    Posted 3 hours ago

    hi Ragheb

    My recommendation would be the following:

     1 - Since you only have one queue, change the "Scoring Method" to "Priority Score".

    This will measure the interaction by "weight" and not by "time".

    2 - Based on your data actions response, as you mentioned, I imagine you have a variable, for example, `flow.VIP`, that will be either true or false.

    I would create a variable called "flow.priority" and give it a value of 10000, for example (here it could be 1, as long as you change the Scoring Method to priority scoring).

    3 - The variable flow.priority looks like this:

    Basically, we're saying that the variable `flow.priority` will have the value 10000 if `flow.VIP` is true; otherwise, the value will be 0.

    4 - Finally, in your transfer block to acd, add the variable flow.priority.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 4.  RE: Prioritizing VIP Calls in an Inbound Flow in Genesys Cloud

    Posted 15 minutes ago

    Hi @Ragheb Gmira,

    Great suggestions from both @Phaneendra Avatapalli and @Kaio Oliveira ! Here are some additional thoughts with concrete examples to show how priority completely changes the game:

    How Priority "Jumps the Queue"

    • Here's the magic: 1 priority point = 1 minute advantage. Genesys Cloud literally rewinds the arrival time based on priority, making VIP calls appear as if they arrived earlier than they actually did.

    Real-World Examples - Time-Based Routing (Default Setting), picture this:

    Call A (standard customer) calls at 10:00 AM → System sees: 10:00 AM

    Call B (standard customer) calls at 10:05 AM → System sees: 10:05 AM

    Call C (VIP with priority 15) calls at 10:10 AM → System sees: 9:55 AM (rewound by 15 minutes)

    Who gets answered first? Call C! Even though they called last at 10:10 AM, the system thinks they've been waiting since 9:55 AM, so they jump ahead of everyone.

    Priority Score Routing - This is even more straightforward:

    Call A (standard) arrives at 10:00 AM, priority 0

    Call B (VIP) arrives at 10:05 AM, priority 100

    Call C (standard) arrives at 10:01 AM, priority 0

    Who gets answered first? Call B, hands down. With Priority Score, ALL VIPs go first, period. Doesn't matter if a standard customer has been waiting since 10:00 - any VIP will always get priority. Among VIPs, whoever called first goes first. Same for standard customers among themselves.

    Negative Priority (For Low-Priority Stuff) - You can also use negative numbers like:

    Call A (VIP, priority 10) calls at 10:00 AM → System sees: 9:50 AM

    Call B (standard, priority 0) calls at 9:55 AM → System sees: 9:55 AM

    Call C (survey, priority -10) calls at 9:50 AM → System sees: 10:00 AM (delayed)

    Result: The one who called first actually routes last!

    Key Things to Remember:

    1. Change Queue Settings Carefully: Only switch to "Priority Score" method when your queue is empty. If you change it while calls are waiting, things can get messy.

    2. Use Participant Data: Don't just use flow variables for VIP status - use Participant Data like CustomerTier = "VIP". Why? Participant Data sticks with the call no matter where it goes.

    3. Set Priority Early: Best practice is  to assign priority BEFORE the Transfer to ACD action.

    How to Set It Up

    1. Create a variable: Flow.Priority (start at 0)
    2. After your Data Action tells you if they're VIP: Set Flow.Priority = 100 for VIPs, 0 for everyone else
    3. Store it: Set Participant Data: VIPStatus = "true" (so it travels with the call)
    4. In Transfer to ACD: Use Flow.Priority in the Priority field
    5. Optional: Switch your queue to "Priority Score" for even stricter VIP handling

    Quick Comparison

    • Conversation Score (default): Priority adjusts when the system thinks the call arrived. A bit more flexible.
    • Priority Score: Pure priority-first routing. High priority ALWAYS beats low priority, no matter what. More aggressive for VIP treatment.

    Fundamentally priority lets you completely control who gets answered first, regardless of who actually called first. It's a powerful way to take care of your most important customers!



    ------------------------------
    Josh Coyle
    Senior Professional Services Consultant
    ------------------------------

    Original Message


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