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Queue priority ICM Script editor 8.5


Can some please let me know about Queue priority node wth example?

ICM Script editor 8.5


it changes the priority of

it changes the priority of the call in ICM, default is 5. but you can change to lower value say 4,3,2 based on customer.

i will give you 2 examples:

1. if any priority customer call in, you do DB lookup or any other thing to carried out that the customer is priority at should be treated as earliest.

so for priority customer you branch out the script and increase their queue priority by this node, and queue them to skill group, this will put them ahead from all the call with normal priority.


2. when Rona happens:

in case of customer is assigned an agent, and agent does not pick the call, RNA happens, and CVP will take back the call from agent and request requery to ICM.

in re query request you can increase the priority of the call take it ahead from all the normal priority call.

this will reduce customer to once again wait in queue.



~ Chintan


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