Hello Community,

I use the Set Priority action for updating call priority at the beginning of the Architect in-queue flow. Usually, the action updates the call priority, but sometimes it fails, and, in such cases, calls wait for the agents to answer more than they should.

In the documentation ( Set Priority action - Genesys Cloud Resource Center (mypurecloud.com)), is mentioned that: 

Before you use this action, make sure that the built-in variables for this action are not NOT_SET. If they are, then when the flow runs this action, it takes the Failure path at runtime. It may take time for the variables to have a value.

Can anyone clarify, which exactly built-in variables should be checked, and what the minimum time should be passed before calling the Set Priority action to avoid failures?

Thanks,

Irina

Hello Community,

I use the Set Priority action for updating call priority at the beginning of the Architect in-queue flow. Usually, the action updates the call priority, but sometimes it fails, and, in such cases, calls wait for the agents to answer more than they should.

In the documentation ( Set Priority action - Genesys Cloud Resource Center (mypurecloud.com)), is mentioned that: 

Before you use this action, make sure that the built-in variables for this action are not NOT_SET. If they are, then when the flow runs this action, it takes the Failure path at runtime. It may take time for the variables to have a value.

Can anyone clarify, which exactly built-in variables should be checked, and what the minimum time should be passed before calling the Set Priority action to avoid failures?

Thanks,

Irina

Hi Melissa,
thank you for your answer.

Now I see, the priority value can not be updated if it is not initialized. But why can it be undefined, if the in-queue flow is already started?

If I understand correctly, in case the Call.Priority is not set, it should be checked again later.  I'm not sure I can implement polling in the in-queue flow, so I need to know how many seconds or milliseconds to wait before calling the Set Priority action.

Hello Community,

I use the Set Priority action for updating call priority at the beginning of the Architect in-queue flow. Usually, the action updates the call priority, but sometimes it fails, and, in such cases, calls wait for the agents to answer more than they should.

In the documentation ( Set Priority action - Genesys Cloud Resource Center (mypurecloud.com)), is mentioned that: 

Before you use this action, make sure that the built-in variables for this action are not NOT_SET. If they are, then when the flow runs this action, it takes the Failure path at runtime. It may take time for the variables to have a value.

Can anyone clarify, which exactly built-in variables should be checked, and what the minimum time should be passed before calling the Set Priority action to avoid failures?

Thanks,

Irina

Hi Melissa,
thank you for your answer.

Now I see, the priority value can not be updated if it is not initialized. But why can it be undefined, if the in-queue flow is already started?

If I understand correctly, in case the Call.Priority is not set, it should be checked again later.  I'm not sure I can implement polling in the in-queue flow, so I need to know how many seconds or milliseconds to wait before calling the Set Priority action.

Hello Community,

I use the Set Priority action for updating call priority at the beginning of the Architect in-queue flow. Usually, the action updates the call priority, but sometimes it fails, and, in such cases, calls wait for the agents to answer more than they should.

In the documentation ( Set Priority action - Genesys Cloud Resource Center (mypurecloud.com)), is mentioned that: 

Before you use this action, make sure that the built-in variables for this action are not NOT_SET. If they are, then when the flow runs this action, it takes the Failure path at runtime. It may take time for the variables to have a value.

Can anyone clarify, which exactly built-in variables should be checked, and what the minimum time should be passed before calling the Set Priority action to avoid failures?

Thanks,

Irina