Genesys Cloud CX

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Two score-setting options for ranking waiting interactions 

08-15-2023 20:50

In this video, Becky discusses the new feature "Two score-setting options for ranking waiting interactions"

Administrators now have two options for ranking waiting interactions: they can use either the new interaction priority score or the existing conversation score, which combines priority and waiting time. The system routes the interaction with the highest score to the next available, qualified agent. For more information, see Create and configure queues. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I.

Release notes:

Presenter: @Rebecca Harper

#TAMStudio #FeatureReview #InboundInteraction

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