We are fairly heavily using the callbacks feature (created programmatically).
We have 2 types, A and B.
Type A's should Always be handled before Type B's, no matter how long a Type B has been waiting in the queues.
Right now our Type A's are getting lost in a sea of lower value Type B's.
Is there a way for a newly created Type A callback (1 second old) to get priority over a 30 minute old Type B?
Since the max priority I think the API allows is 10, I don't think we can do it with 1 queue. I was trying to think of a way to do it with 2 queues, but not having any luck.
So that example was for ACD routing (in a flow). For callbacks we have to create them with the API directly and I thought that in that case the priority was capped at 10?
I have tried to create a callback via API with priority set to 199, and I didn't get a reject.
Getting the callback conversation based on its id, 199 was still showing as priority value.
I think (but I am not expert on this topic) that the limit to 10 is coming from the Architect UI when using stars to set the priority (1 star = 2). But it seems to accept higher values according to the post I referenced.