Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Priority Routing / Priority Queuing

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

Many Thanks

1 REPLY
Cisco Employee

Re: Priority Routing / Priority Queuing

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.

321
Views
7
Helpful
1
Replies