Hi All, I am relatively new to Purecloud however, It is frustrating me that I cannot change the priority of an interaction other than using the transfer to ACD (using literal/expression - I have done both)
My business problem is I have one queue that has a service level of all calls must be answered within 10 mins, where as other queues are in 30 mins. Staff are on all queues and I do not have the luxury of ide time or the business using queue management. I have tried multiple formulas to look at estimated wait time in other queues and increase priority at the transfer to ACD but unfortunately it is not giving me what I need.
Ideally I want the interaction to look at it's own queued time and at an interaction level increase the priority to be the next available call answered if it exceed for example a 7 min wait. In my previous system, I was able to do this in a hold loop where the call would check its own wait time and increase priority. Has anyone done something similar?
Hi James, the priority of a call can only be increased / reset when it is transferred to ACD. You should be able to transfer the call to the same Queue it's already in with a new priority. The priority setting makes interactions appear to the routing algorithm that it's been in Queue longer. For example, setting a priority of 20 "virtually" adds 20 minutes to the time the call has been queued. Add enough priority and the call will move to the front of the queue.
Another option is using bullseye routing to expand the agent pool after a specified time. After 7 minutes, for example, the call could transition to bullseye ring #2 which has "overflow" agents.
Hiya Rj, Thanks so much for the speedy response.
- Transferring the call to the same queue and increasing the priority.
I have placed in a second transfer to ACD action referring to a second in queue call flow and then bringing the call back to the first in queue call flow (using the same queue) with increased priority (90+10). Is this kind of activity what you mean by 'transferring the call to the same queue it's in already with a new priority? - I have explored bullseye routing, however, doesn't that need idle/available agents to work effectively? I have 100% occupancy and no idle time/no free agents or a secondary pool. Is there something I am missing here?
Hi James,
- Yes, that is the main idea - every time a Transfer to ACD action is used, the priority can be re-set.
- My mistake, after closer reading, Bullseye routing won't help if your occupancy is 100% and each agent is equally active on each queue.
Thanks@ Rj_Smith for the info.
If anyone else would like to know how this ended up; we implemented bulls-eye routing one one queue with a 3 minute first ring on a skill that no agents have and then relaxed to all skills/no skills. In addition, we used the Priority at transfer to ACD to be higher than other interactions. The results is what we wanted to achieve. A priority but an ASA that was acceptable.
So are all callers stuck waiting for the first 3 minutes with no chance of an agent answering the call?
@jason yes. I know it sounds strange but we have varying service levels per queue, this particular one is 100% in 10 mins with and ASA of 5 mins whereas my other queues have 30 mins service levels. balancing the priority was our biggest challenge and hence why I was trying to see if we could up the priority whilst in the hold loop instead.
I should add that by doing this it has made me rethink our skills based routing strategy across all channels (voice/email/chat/callback) which I will be doing in the new year. I have always had a challenge with 100% occupancy and insufficient staffing based on demand so it has opened my eyes to what is possible. I always thought skills based routing would only work when you have idle time (which I don;t have) so I am thinking and mapping a new skills based (bullseye) routing strategy.
Balancing everything across multiple queues with different requirements sounds like quite a challenge! I was the ACD developer for PureConnect for several years so I love talking ACDs 
--Jason
@jason, out of interest and based on your ACD experience, is there any way you can increase the priority of an interaction whilst it is in a hold loop as an example (after transfer to ACD action?) in PureConnect that might be available for PureCloud sometime in the future? Anything else you are aware of in this space?
I have poked around and I can not find any API that would allow you to change the priority of a call on the fly. I moved this thread to the architect room in case any their staff has a solution for you. If nothing else you can add an idea to https://purecloud.ideas.aha.io/portal_session/new
We don't have a way of changing the priority; please add the idea.
A possible workaround is to resubmit the call to the same queue with a new priority. You wouldn't know the current call's priority, so you would have to guess at the new priority to use. Also I'm not sure how this would affect your reports.
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