Genesys Cloud - Main

Hi,

I have a question on routing score calculation in an interaction surplus situation. For example, we have an agent available and there are two calls waiting. The first call has been waiting for 30 mins. Even though the 2nd call has 5 stars priority, it always has lower routing score than the 1 st call and so the first call will always get routed to the agent first. Is there a way to bump 2nd call to the agent before first call given that all agents have the same set of skills?
#Routing(ACD/IVR)

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Edward Wu
BANK OF HAWAII
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This link explains about ACD processing: https://help.mypurecloud.com/articles/purecloud-acd-processing/

Essentially, every 2 minutes of wait time is 1 priority star.  So, that 30 minutes of wait time equates to 15 stars, which will always be more than the 5.  If you want an interaction to be ALWAYS higher, then set the priority on transfer to and express of 10+9999 or whatever number you want.  



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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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