Genesys Cloud - Main

I have checked the data action, currently is 1-99999 the priority for the GMS call back. I want the GMS call back to setup as custom within 72hours/3 days. Please someone assist me. Thank you,

Br,

Logan

Loga,

I may be misunderstanding your question, but I'm not sure Priority does what you think it does! It neither guarantees delivery of an interaction within a timeframe, nor delays it. I'm also not familiar with the term "GMS" - could you explain?

Interactions that are suitable for an agent are delivered based on the Interaction's relative wait times. This means they basically get answered in the order they are received. What Priority does is to adjust the wait time to make it appear (to the ACD engine) that the interaction has been waiting for longer (or, in the case of a negative value for less time) than it actually has. This allows you to push some calls further up the queue (or down the queue) relative to others. Think of it like a "Fast Pass" at a theme park. You don't jump the queue entirely, but you do get to jump ahead in the queue. If every Interaction is given the same Priority, it has no effect.

Now, the "Units" of Priority are minutes. So, If you set a Priority of 10, that means it will instantly be in front of any interaction (with the default priority of zero) that has been waiting for less than 10 minutes. From a routing perspective, the interaction appears to have been waiting for 10 minutes longer than it actually has. The system will still send the apparently longest waiting interaction first.

So, back to your question. 72 hours = 72*60 = 4320 minutes. If you were to set an Interaction's priority to this value, it would be answered before any "regular" interaction that has been waiting for less than three days, but after any interaction that has been waiting for three days or more. So, if nothing is waiting, it still could be answered immediately. If there is a long queue, it could still wait for a week or more. (That's an appalling ASA, but for Interactions like Email, it might be acceptable to some organizations.)

I hope that helps! If you can explain in a little more detail what you are trying to achieve, I'm sure someone here will be able to assist.

(Edited for spelling)

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Paul Simpson
Eventus Solutions Group
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Hi Loga

This forum is for Genesys Cloud.  You'll be wanting to post this one over on the Engage/On Premises board :)