Genesys Cloud - Main

Hi,

Our customer is blending mail and calls. Since calls have a lot higher priority than e-mail, every mail is given a minus 2160 point priority, which we interpreted as roughly 36 hours less priority than a call.

I tested this with smaller numbers to see if minus priority was usable, and this was very successful.

However, the customer reports that sometimes, an email gets offered while calls are waiting in queue, and that email is by far not 36 hrs old.

In the example provided, the email was manually transferred from one queue to the next.

I looked into an example via the API call :

/api/v2/conversations/emails/{conversationId}

and i could see the initial priority being set correctly:

"priority": -2160,

but after the transfer:

"priority": 0,

Strip Skills on Blind Transfer is set to ON, but I would expect priority to remain intact.

Is this expected behaviour?

-=Tobias

#Routing(ACD/IVR)

------------------------------
Tobias Ruijter
Frontline Solutions
------------------------------

Tobias, unfortunately, we don't have consistent functionality across all of our media types due to the way each provider implemented their services.  With voice transfers, priority is maintained, with email, priority is stripped and this the transfers go to the back of the queue.  I don't have a workaround to suggest but hopefully others in the community might be able to suggest something.

We are looking to see if we can address this in the platform (we'd likely need to create a new setting to 'save priority on blind transfer' for each of the media types that don't save it today).  While that sounds simple - its more complicated than I would like it to be, so I don't have a time frame for you right now.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 08-19-2020 10:04
From: Tobias Ruijter
Subject: Priority reset on manual transfer

Hi,

Our customer is blending mail and calls. Since calls have a lot higher priority than e-mail, every mail is given a minus 2160 point priority, which we interpreted as roughly 36 hours less priority than a call.

I tested this with smaller numbers to see if minus priority was usable, and this was very successful.

However, the customer reports that sometimes, an email gets offered while calls are waiting in queue, and that email is by far not 36 hrs old.

In the example provided, the email was manually transferred from one queue to the next.

I looked into an example via the API call :

/api/v2/conversations/emails/{conversationId}

and i could see the initial priority being set correctly:

"priority": -2160,

but after the transfer:

"priority": 0,

Strip Skills on Blind Transfer is set to ON, but I would expect priority to remain intact.

Is this expected behaviour?

-=Tobias

#Routing(ACD/IVR)

------------------------------
Tobias Ruijter
Frontline Solutions
------------------------------

One option would be to not change the email priority but to increase the priority of calls by +2160. Assuming calls have varying priorities already this may mean just adding this as a constant on Inbound Call flows or storing different priorities in a data table so they could be adjusted.

------------------------------
RICHARD CHANDLER
Conn3ct
------------------------------

Original Message:
Sent: 08-19-2020 10:04
From: Tobias Ruijter
Subject: Priority reset on manual transfer

Hi,

Our customer is blending mail and calls. Since calls have a lot higher priority than e-mail, every mail is given a minus 2160 point priority, which we interpreted as roughly 36 hours less priority than a call.

I tested this with smaller numbers to see if minus priority was usable, and this was very successful.

However, the customer reports that sometimes, an email gets offered while calls are waiting in queue, and that email is by far not 36 hrs old.

In the example provided, the email was manually transferred from one queue to the next.

I looked into an example via the API call :

/api/v2/conversations/emails/{conversationId}

and i could see the initial priority being set correctly:

"priority": -2160,

but after the transfer:

"priority": 0,

Strip Skills on Blind Transfer is set to ON, but I would expect priority to remain intact.

Is this expected behaviour?

-=Tobias

#Routing(ACD/IVR)

------------------------------
Tobias Ruijter
Frontline Solutions
------------------------------