Campaign priority values too low

1

Hello

We use lots (30+) campaigns to feed different works to different groups in our org continuously.

At the same time our customers/agents can schedule callbacks.

We use the api to set our callback priorities from 0 - 960 in order to prioritize things with enough room that older low value work doesn't prempt younger high value work (note inbound calls are priority 1000).

This is working well for most things, except we have a few Campaigns (2) which deliver high value work, but their max priority is 5. We need a way to make sure this work is handled along side our highest priority callbacks (priority 960).

Any help would be appreciated (note the Campaigns are all Preview).

Thanks

Chris

2

The priority for campaigns can be set to 1-5 per the documentation for PUT /api/v2/outbound/campaignrules/{campaignRuleId}:

priority (string) The priority to set a campaign to. Required for the 'setCampaignPriority' action. Valid values: 1, 2, 3, 4, 5.

You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.

3

Hi Chris,

Campaign priority does not have the same function as callback priority. A higher priority campaign does not always prioritize its calls over a lower-priority campaign, but only has a higher chance of having an available agent assigned to it. This is explained in greater detail in step 22 of Create a power dialing campaign, and is applicable to all non-agentless dialing modes.

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