I have a use case where an agent is subscribed to multiple queues, say 2 queues A and B for example. When calls are waiting on both queues, I want the call in queue A to be prioritized by the routing mechanism over the call in queue B. Is there a way to increase the relative priority of a queue?
Hello,
Yes - this is the Priority that you can set on your "Transfer to ACD" block.
You can set the Priority, under Routing section, of your "Transfer to ACD" block in your Architect flow (from 0 to 10).
In the Transfer to ACD block that targets Queue A, you would set a Priority = 2 (one start)
In the Transfer to ACD block that target Queue B, you would set a Priority = 1 (half a start in the Architect designer).
You can use the Priority values you want as long as the one you set for the Transfer to ACD (that targets Queue A) is greater than the one you set in the other Transfer to ACD (that targets Queue B).
Regards,
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