Priority Routing / Priority Queuing

Unanswered Question
Feb 5th, 2008

Can someone please explain what the difference is between these two ?

Many Thanks

I have this problem too.
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rbua Tue, 02/05/2008 - 06:34

Hi there,

Priority Routing - Competence Level for the agents in the skillgroups.

Priority Queuing - The Set Priority step can be used to assign a

priority (1 to 10), or increase it/decrease it. This allows for a given

Contact (eg. caller) to be given higher/lower priority than other

contacts that are in the same queue.

Please note:

The 'Set Priority,' step is not available with IPCC Express Standard.

Basic example

Skills Based Routing and Priority Queuing in one Queue.

Customer call gets queued to CSQ1 with a minimum competency level of 5 for Skill Group One and a Priority of 10.

Employee call gets queued to CSQ1 with a minimum competency level of 3 for Skill Group One and a Priority of 5.

Agents that can take Customer calls only have a Competency level of 5 for Skill group ONE.

Agents that can take both Customer and Employee calls only have a Competency level of 3 for Skill group ONE.

Regards,

Riccardo

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