I've been through the documentation but am not understanding how best to increase the priority of a call.
We have clients that require enhanced support. When those users call in, they should be transferred to our service desk with a higher priority call and should essentially be bumped up to the top of the support call queue.
In the Transfer to ACD task of my call flow, I increased their priority. I also added a skill called "Priority Skill" and put that skill on the members of our support team.
In testing this, I am not noticing any difference in my call wait time. It seems i'm still ending up at the back of the queue.
Any suggestions?