Increasing Call Priority

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?

It sounds like you're looking for Bullseye routing. General configuration questions, like how to configure routing, are best suited for the PureCloud Community Forum.

Thanks, I'll take a closer look into Bullseye Routing.

Still getting the hang of Developer vs Community forums, I appreciate your input. Please feel free to delete the post as I have the suggestions you've given.

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.