Operations with "priority" routing field

[Marcos]

Hi,
I need to do bulk operations to change the priority of the actual conversations waiting in a queue. I haven´t found any way to it in bulk, so the only solution I found is to make a call to PATCH | api/v2/routing/conversations/:conversationId with the desired priority. But that is not an option if there are a lot of calls waiting in the queue. So is this possible to do it in a different way?

Also, I would need to retrieve the priority value of a list of conversations returned by POST | api/v2/analytics/conversations/details/query, but I don´t see a better way than making a call to GET | api/v2/conversations/:conversationID for each conversation, is there a bulk option to retrieve all at the same time?

Regards,
Marcos S

[Eos_Rios]

What you're trying to do doesn't fall within the use cases they designed for, which is why you're not finding any efficient way to do it.

You can see bulk routing priorities for conversations waiting in a queue from POST /api/v2/analytics/conversations/activity/query

{
	"order": "asc",
	"filter": {
		"type": "or",
		"predicates": [
			{
				"type": "dimension",
				"dimension": "queueId",
				"value": "QUEUE ID GOES HERE"
			}
		]
	},
	"groupBy": [
		"queueId"
	],
	"metrics": [
		{
			"metric": "oWaiting",
			"details": true
		}
	]
}

[Marcos]

Thank you really much for your answer @Eos_Rios,

The "activity/query" is really helpful.
But, if doesn’t exist a way to prioritize conversations in bulk, maybe there is some kind of alternative flow to achieve something similar to this? Or it just no way to do it?
Thinking about it, I found it like a normal action to do. But probably I´m missing something, this is first integration i´m doing with Genesys.

Thank you.

[Eos_Rios]

If you're having to re-prioritize often, especially in bulk, your entire routing strategy is flawed.
The whole A of an ACD is "automatic", it's not built for manual at scale.
Priority should be determined in the IVR and remain fairly consistent.
If you have parameters that legitimately change the priority of calls while they sit in queue that should be handled by an in queue flow but I can't think of many reasons why that would even need to be a thing unless you have calls that are newer than other calls that you're trying to have jump queue for some reason, but again, flow logic should've already determined those calls needed a higher priority.

[Marcos]

Our use case, requested by the final user, would be something like this:
We already have our priorities set in the IVR. But in some really specific situations(It wouldn´t be often), the user needs to prioritize the calls in a specific queue to leave "for latter" the rest. A real example of this is:
In our internal help desk, it may happen that a queue can be full of calls that we know the reason of those calls(Let´s say we assume it), so we would like to prioritize the waitting calls in another queue an leave the others waitting, even if they have more time.
If we can´t achieve this with the api, would it be possible to do it with a in queue flow? calling it with an api sending the queueId.

Thank you @Eos_Rios

[Eos_Rios]

@Marcos

If we can´t achieve this with the api, would it be possible to do it with a in queue flow? calling it with an api sending the queueId.

As I understand it, yes, you would just have an in-queue running for the queues you expect to need this sort of functionality and use some logic to skip re-prioritization when you don't need it, then turn it on and specify the new priority when you do.