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Set Priority

The Set Priority scenario block specifies the priority of the given interaction relative to other interactions competing for the same resources.

Several examples how priorities are determined are given.

Example 1: Calls from platinum-level customers may be given a higher priority relative to other calls requesting the same service to minimize the wait time for high-value interactions.

Example 2: Calls internally transferred to a service may be given a higher priority relative to the directly arriving calls to minimize the wait time for customers who have previously waited in a queue.

Example 3: Some of your agents are qualified to provide both sales and customer service. You can assign a higher priority to sales calls. This priority will be taken into account every time an agent that possess both sales and customer service skills becomes available.

Note that if your agents are qualified to provide different services, priority can be used to prioritize calls depending on the service that is requested.

Interaction priorities

The value range for priority setting is from 1 to 100. The instantaneous priority of an interaction is calculated as a function of its set priority and the time that the interaction has spent in the service queue.

• 0.5: Specify 0.5 to make the interaction move through the queue at half the speed of interactions with priority 1.
• 1: The default interaction priority is 1.
• 2: Specify 2 to double the speed with which the given interaction will move through the queue relative to interactions with priority 1.

Priority set by this block supersedes the priority that may be preconfigured at the scenario entry level.

Settings

The Set Priority block has just one setting, Priority, which is where you enter the value of the priority relative to other interactions in queue.

Scenario Builder Set Priority scenario block settings

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