Genesys Cloud - Main

Hi,

Our company has multiple queues, one for each language, versus one big queue that encompasses all languages. Is there a way to prioritize queues, so calls from those queues will get routed first?

Ex. The queues are English queue, Spanish queue, French queue.

We want to prioritize to French, English, Spanish.

Thanks for any advice.

@Tommy Oudavanh , you prioritize interactions, not queues. When you transfer the call, form Architect, you can specify a priority.

The way it works is to add the priority to to time in queue when selecting which interaction has been waiting the longest.

HTH

Hi,

Our company has multiple queues, one for each language, versus one big queue that encompasses all languages. Is there a way to prioritize queues, so calls from those queues will get routed first?

Ex. The queues are English queue, Spanish queue, French queue.

We want to prioritize to French, English, Spanish.

Thanks for any advice.

So we have a flow with it's own number that routes to the English line and another flow with it's own number that routes to the Spanish line. So when when two calls come in at the same time, an English call and a Spanish call, and we have a rep who is skilled in English and Spanish, how do we ensure the Spanish call goes to our rep first?

@Tommy Oudavanh , you prioritize interactions, not queues. When you transfer the call, form Architect, you can specify a priority.

The way it works is to add the priority to to time in queue when selecting which interaction has been waiting the longest.

HTH

Hi,

Our company has multiple queues, one for each language, versus one big queue that encompasses all languages. Is there a way to prioritize queues, so calls from those queues will get routed first?

Ex. The queues are English queue, Spanish queue, French queue.

We want to prioritize to French, English, Spanish.

Thanks for any advice.

The quickest way would be to give the Spanish call a crazy high priority when you place it in the queue, but you may not want that, so be careful.

What if there is an English call that has been waiting for 5 minutes when the Spanish call comes in? Then an agent becomes available, should they still get the Spanish call? What about if it's been waiting 10 minutes? The "cut off" will help you decide on the Priority.

So we have a flow with it's own number that routes to the English line and another flow with it's own number that routes to the Spanish line. So when when two calls come in at the same time, an English call and a Spanish call, and we have a rep who is skilled in English and Spanish, how do we ensure the Spanish call goes to our rep first?

@Tommy Oudavanh , you prioritize interactions, not queues. When you transfer the call, form Architect, you can specify a priority.

The way it works is to add the priority to to time in queue when selecting which interaction has been waiting the longest.

HTH

Hi,

Our company has multiple queues, one for each language, versus one big queue that encompasses all languages. Is there a way to prioritize queues, so calls from those queues will get routed first?

Ex. The queues are English queue, Spanish queue, French queue.

We want to prioritize to French, English, Spanish.

Thanks for any advice.

The quickest way would be to give the Spanish call a crazy high priority when you place it in the queue, but you may not want that, so be careful.

What if there is an English call that has been waiting for 5 minutes when the Spanish call comes in? Then an agent becomes available, should they still get the Spanish call? What about if it's been waiting 10 minutes? The "cut off" will help you decide on the Priority.

So we have a flow with it's own number that routes to the English line and another flow with it's own number that routes to the Spanish line. So when when two calls come in at the same time, an English call and a Spanish call, and we have a rep who is skilled in English and Spanish, how do we ensure the Spanish call goes to our rep first?

@Tommy Oudavanh , you prioritize interactions, not queues. When you transfer the call, form Architect, you can specify a priority.

The way it works is to add the priority to to time in queue when selecting which interaction has been waiting the longest.

HTH

Hi,

Our company has multiple queues, one for each language, versus one big queue that encompasses all languages. Is there a way to prioritize queues, so calls from those queues will get routed first?

Ex. The queues are English queue, Spanish queue, French queue.

We want to prioritize to French, English, Spanish.

Thanks for any advice.

Theoretically, if the English queue was set at 100 priority, and the Spanish was at 500, all Spanish calls would take precedence? If we have 40 employees with only the English skill sets, and 5 with the English and Spanish, wouldn't that be ok?

The quickest way would be to give the Spanish call a crazy high priority when you place it in the queue, but you may not want that, so be careful.

What if there is an English call that has been waiting for 5 minutes when the Spanish call comes in? Then an agent becomes available, should they still get the Spanish call? What about if it's been waiting 10 minutes? The "cut off" will help you decide on the Priority.

So we have a flow with it's own number that routes to the English line and another flow with it's own number that routes to the Spanish line. So when when two calls come in at the same time, an English call and a Spanish call, and we have a rep who is skilled in English and Spanish, how do we ensure the Spanish call goes to our rep first?

@Tommy Oudavanh , you prioritize interactions, not queues. When you transfer the call, form Architect, you can specify a priority.

The way it works is to add the priority to to time in queue when selecting which interaction has been waiting the longest.

HTH

Hi,

Our company has multiple queues, one for each language, versus one big queue that encompasses all languages. Is there a way to prioritize queues, so calls from those queues will get routed first?

Ex. The queues are English queue, Spanish queue, French queue.

We want to prioritize to French, English, Spanish.

Thanks for any advice.

Yes,

The English-Only agents would only get English calls, but the bilingual agents would get Spanish calls, if any were there. (Unless an English call had been waiting a long time!)

Incidentally, priorities are relative, so this would have the same effect as setting English to zero and Spanish to 400.

Theoretically, if the English queue was set at 100 priority, and the Spanish was at 500, all Spanish calls would take precedence? If we have 40 employees with only the English skill sets, and 5 with the English and Spanish, wouldn't that be ok?

The quickest way would be to give the Spanish call a crazy high priority when you place it in the queue, but you may not want that, so be careful.

What if there is an English call that has been waiting for 5 minutes when the Spanish call comes in? Then an agent becomes available, should they still get the Spanish call? What about if it's been waiting 10 minutes? The "cut off" will help you decide on the Priority.

So we have a flow with it's own number that routes to the English line and another flow with it's own number that routes to the Spanish line. So when when two calls come in at the same time, an English call and a Spanish call, and we have a rep who is skilled in English and Spanish, how do we ensure the Spanish call goes to our rep first?

@Tommy Oudavanh , you prioritize interactions, not queues. When you transfer the call, form Architect, you can specify a priority.

The way it works is to add the priority to to time in queue when selecting which interaction has been waiting the longest.

HTH

Hi,

Our company has multiple queues, one for each language, versus one big queue that encompasses all languages. Is there a way to prioritize queues, so calls from those queues will get routed first?

Ex. The queues are English queue, Spanish queue, French queue.

We want to prioritize to French, English, Spanish.

Thanks for any advice.