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  • 1.  Priority Routing

    Posted 08-25-2023 11:07
    No replies, thread closed.

    Has anyone tried to use priority routing?  For example, we are having caller enter a dealer number and based on that number we give them a priority level in the queue.  What have your groups been doing to get accurate reporting on this?  I'm looking to be able to piece out average ASA, max wait, and handle time for each flow.


    #Reporting/Analytics

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    Jeffrey Alles
    Generac Power Systems, Inc.
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  • 2.  RE: Priority Routing

    Posted 08-28-2023 15:31
    No replies, thread closed.

    We have Priority levels in our routing.  We use External Tags to determine what call goes with what client and then we can report based on filtering by the External Tags.  



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    [Gina] [Palmer]
    [Workforce Manager]
    [Papa]
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    Original Message


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