Genesys Cloud - Main

Units of Priority of millisecond/second/minute?

Hey mate, 

This is 1 minute per point. So Priroirty of 10 would mean the system regards it's been waiting for 10 minutes longer than actual, -10 would mean it's been waiting 10 minutes less than actual. 

Units of Priority of millisecond/second/minute?

Hi

I'm quite confused Can you explain more than this?

Suppose I have queue A calling with priority 0 and queue B calling with priority 100. Suddenly, there are agents available. Which call will be sent first?

If you want queue B to always come in before queue A, how should you set it?

Hey mate, 

This is 1 minute per point. So Priroirty of 10 would mean the system regards it's been waiting for 10 minutes longer than actual, -10 would mean it's been waiting 10 minutes less than actual. 

Units of Priority of millisecond/second/minute?

Hey, 

Sure thing - 

In your case, if the agent is a member and active on both queues and the calls come in at the same time, the call from queue B would be sent to the agent first.

Also, in the same scenario - If the call in queue A had been waiting for 45 minutes and a call from queue B came in with a priority of 100, then the call from queue B would be presented to an agent first. 

If you have any other questions, I would be happy to help out :)

Hi

I'm quite confused Can you explain more than this?

Suppose I have queue A calling with priority 0 and queue B calling with priority 100. Suddenly, there are agents available. Which call will be sent first?

If you want queue B to always come in before queue A, how should you set it?

Hey mate, 

This is 1 minute per point. So Priroirty of 10 would mean the system regards it's been waiting for 10 minutes longer than actual, -10 would mean it's been waiting 10 minutes less than actual. 

Units of Priority of millisecond/second/minute?

Hi

Also, in the same scenario - If the call in queue A had been waiting for 120 minutes and a call from queue B came in with a priority of 100, then the call from queue A to an agent first. Did I understand correctly?

Hey, 

Sure thing - 

In your case, if the agent is a member and active on both queues and the calls come in at the same time, the call from queue B would be sent to the agent first.

Also, in the same scenario - If the call in queue A had been waiting for 45 minutes and a call from queue B came in with a priority of 100, then the call from queue B would be presented to an agent first. 

If you have any other questions, I would be happy to help out :)

Hi

I'm quite confused Can you explain more than this?

Suppose I have queue A calling with priority 0 and queue B calling with priority 100. Suddenly, there are agents available. Which call will be sent first?

If you want queue B to always come in before queue A, how should you set it?

Hey mate, 

This is 1 minute per point. So Priroirty of 10 would mean the system regards it's been waiting for 10 minutes longer than actual, -10 would mean it's been waiting 10 minutes less than actual. 

Units of Priority of millisecond/second/minute?