Genesys Cloud - Main

Hi,

We receive the webcallback interactions in one queue and with assigned priority, however, when an agent try to perform a manual transfer to another queue, the priority will be reset to 0.

I want to know if this is normal behaviour ? if so, what is the best solution to save the priority while transferring an interaction ?

Thank you.

#Routing(ACD/IVR)

Hi Mostafa,

You can save the priority as Participant Data, and in the In-Queue flow get that value and set priority on the call.

You'd probably want some logic that checks if it's already set or not so it doesn't set it each time the flow starts from the beginning.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi Jan,

Thanks for your feedback, what I mean by that an agent receive an inbound interaction (webcallback) with assigned priority and when that agent tried to make a transfer to another queue (without using Architect), the priority will be lost.

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Mostafa OUDDERHEM
SABIO FRANCE SAS
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Original Message:
Sent: 12-20-2023 11:24
From: Jan Heinonen
Subject: Reset priority issue with manual transfer of a Webcallback to another Queue

Hi Mostafa,

You can save the priority as Participant Data, and in the In-Queue flow get that value and set priority on the call.

You'd probably want some logic that checks if it's already set or not so it doesn't set it each time the flow starts from the beginning.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------