cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
605
Views
7
Helpful
1
Replies

Priority Routing / Priority Queuing

Purist1972
Level 1
Level 1

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

Many Thanks

1 Reply 1

Riccardo Bua
Level 5
Level 5

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

PS Please remember to rate accordingly useful replies.

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: