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  • 1.  Priority Call Routing

    Posted 07-09-2021 11:57
    No replies, thread closed.
    Hello All,

    Wanted to know if somebody could provide some info on Priority call routing. Below is the scenario that I have observed.

    Say a call is came in Q1 first with 3 star priority and is in hold, and another call came in Q2 with 5 star priority, we have noticed that like for initial 5-6 mins, Genesys always routing the 5 star priority call first even if the 3 star priority call came first in Genesys, but if the 3 star priority call is still on hold for 5-6 mins, then Genesys is routing the 3 star priority only even if 5 star calls are waiting. Believe after a certain amount of time Genesys prioritize the 3 star calls over the 5 star call. Need to know what is the exact time limit for this and how it works.
    #Routing(ACD/IVR)

    ------------------------------
    Subhro Bhattacharjee
    Cognizant Technology Solutions India
    ------------------------------


  • 2.  RE: Priority Call Routing

    Posted 07-09-2021 12:02
    No replies, thread closed.

    https://help.mypurecloud.com/articles/transfer-acd-action/

    See the note

    • One point of priority equals adding one minute of time that the call is waiting.

    1/2 star = 1 point

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Priority Call Routing

    Posted 07-15-2021 14:15
    No replies, thread closed.
    Hi Mellisa,

    Thanks for the information, I have verified it and its working as expected based on the priority.

    ------------------------------
    Subhro Bhattacharjee
    Cognizant Technology Solutions India
    ------------------------------

    Original Message


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