EilidhB | 2021-09-10 09:47:44 UTC | #1
Hi there,
Currently on all interactions we don't have any priority set when we 'transfer to ACD' in the Architect flow, so no stars selected and no 'expression' either.
Random question: Does this mean that all interactions are set as the top priority, so everything is treated equally as the most important? or perhaps they are all set as the lowest priority?
If I decided to only set 1 queues 'transfer to ACD' with a priority of like 1 star, for example, would that instantly put it at top of all queues or would it need to be 5 star? Or would I need to set a priority for every single interaction/flow for this priority feature to work?
Cheers, Eilidh Bennett
Radek_Paclt | 2021-09-10 12:37:56 UTC | #2
Hi, I think if you put interaction into queue, you may or may not set a priority. if you do not set any, the interaction will automatically receive a higher priority during the time automatically.
R
Jerome.Saint-Marc | 2021-09-10 12:47:28 UTC | #3
Hello,
You can find information on how priority works in the "About priority assignment" on the Resource Center Set up a Transfer to ACD action.
To simplify, Genesys Cloud uses time of the conversation (when it was put in queue) to order conservations (older conversations have priority). Setting a priority when a conversation is put in queue will be like if the conversation arrived in the queue sooner ("One priority point equals approximately a one-minute advantage").
I would recommend to ask questions related to features and configuration on the Genesys Cloud Community Forum. This forum (Genesys Cloud Developer Forum) is meant for questions related to the use of API & SDKs.
Regards,
system | 2021-10-11 12:46:51 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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