Data action on architect flow to force queue routing

Genesys Cloud Applications Architect
1

I would like to get some advise on achieving this scenario:

say the agent utilization setting as below
Call - 1
Chat – 3
Call and chats are set not interruptible by each other

As agent is answering 1st chat, then there is a call come in, since it is set that chat is not interruptible by call, so the call is waiting in queue, however before agent end the 1st chat, there is another chat come in and will be answered by agent. so on and so forth. Seems like the call can never be answered if the other chats keeps coming in.

is there some data actions / API that can be used in the architect flow to force the incoming chat to wait in queue (even there is concurrent session available) if there is a call waiting in queue already? Basically the requirement is the call queue is higher priority than chat queue, but when there is no call in queue, concurrent chat can be answered.

2

In Architect I assume you are using a Transfer to ACD block. Have you tried setting the Priority (the Stars) of calls to be higher than chats? I think the a higher priority voice calls will be routed before the chats and will likely solve your problem.

3

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