Genesys Cloud - Main

Hi guys, I need a sanity check please.

I have three queues:  Let's call them Fuel, Driver, Tire.

For the agents in all three queues, I want callers to the Fuel queue to have a one-minute advantage over callers to the other queues. I want callers to Tire to have a seven-minute disadvantage regarding the other two queues.

Is this range of integers really minutes.  I can't imagine a plus or minus of 250 minutes for any queue.  I thought it used to be minutes, but the range was 1 thru 10.

As always, thank you for your help.

Tracee

#ArchitectureandDesign
#Telephony

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Tracee Baddley
U.S. Xpress Enterprisestbaddley@usxpress.com
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Hi Tracee,

One priority point equals approximately a one-minute advantage 

The range is just priority, so if you set it -7, calls that have been waiting less that 7 minutes are a higher priority, but if nothing is waiting, then the -7 call will get answered

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Thank you for the reassurance, Sam!

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Tracee Baddley
U.S. Xpress Enterprisestbaddley@usxpress.com
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Original Message:
Sent: 08-12-2024 05:45
From: Samuel Jillard
Subject: Queue Prioritization

Hi Tracee,

One priority point equals approximately a one-minute advantage 

The range is just priority, so if you set it -7, calls that have been waiting less that 7 minutes are a higher priority, but if nothing is waiting, then the -7 call will get answered

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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