Hi @Muhammed Shaibant!
Yes, this is possible, and there are actually two parts of the configuration that are worth considering: the priority assigned in Architect and the scoring method configured on the queue.
In the Transfer to ACD action, on Architect, you can assign a different Priority to the interaction based on your business rules.
For example:
The VIP identification can come from whatever rule makes sense for your environment - ANI, a CRM/Data Action lookup, External Contact information, customer segment, account type, etc.
However, there is an important detail here: Genesys Cloud does not literally move the VIP interaction to a fixed "position #1" in the queue. Instead, the ACD ranks waiting interactions when an eligible agent becomes available.
This is also where the queue's Scoring Method becomes important.
Genesys Cloud currently provides two scoring methods:
Conversation Score
The interaction's waiting time and priority are combined.
In this model, 1 priority point is equivalent to approximately 1 additional minute of waiting time.
So if:
the VIP interaction is effectively ranked as though it had approximately 100 additional minutes of waiting time, so it would normally be selected first.
Priority Score
This is probably even closer to the VIP use case you described.
With Priority Score, Genesys first compares the interaction priority itself. Waiting time is only used when two interactions have the same priority.
For example:
| Call |
Priority |
Waiting |
| Regular A |
0 |
12 min |
| Regular B |
0 |
8 min |
| Regular C |
0 |
5 min |
| VIP |
100 |
10 sec |
If the queue uses Priority Score, the VIP interaction would be ranked ahead of the Priority 0 interactions when the next qualified agent becomes available.
Therefore, I would check the queue configuration under:
Admin → Contact Center → Queues → [Queue] → Routing → Scoring Method
If the requirement is really:
"VIP interactions must always be considered before normal interactions"
then Priority Score is probably the most straightforward option.
This does not necessarily mean that you need to change the queue's Routing Method.
Standard, Predictive, Bullseye, Preferred Agent, and Conditional Group routing define how Genesys matches interactions with agents. The Scoring Method defines how waiting interactions are ranked.
One other important consideration: priority does not override agent eligibility.
For example, if the VIP interaction requires Skill A, but the available agent does not have Skill A, Genesys will not simply send the VIP call to that agent because it has Priority 100. Skills, languages, routing rules, preferred-agent rules, etc. still apply.
So conceptually, you can think of it as:
Business rule identifies VIP
→ Architect assigns higher Priority
→ Interaction enters the queue
→ Queue Scoring Method ranks the waiting interactions
→ ACD finds an eligible agent
→ Highest-ranked eligible interaction is delivered
Also, if the customer is already waiting in the queue, an In-Queue Call Flow can use the Set Priority action to dynamically change the priority after the interaction has entered the queue.
One final recommendation: if you decide to change the queue from Conversation Score to Priority Score, Genesys recommends doing this when there are no interactions waiting in the queue, because changing the scoring method while interactions are already waiting can temporarily produce an unexpected routing order.
------------------------------
Fernando Sotto dos Santos
Consultor de Atendimento Senior Grupo Casas Bahia
------------------------------