understand that Purecloud priority has only 10 level, is there a way to add additional level? besides, is it possible to put a ceiling to the queue priority1-8, which makes level 9 and 10 always the highest regardless of the waiting time of the queue in priority 1 - 8?
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I read that if need to set priority higher than 10, we can switch to expression mode and enter the calculation e.g. create a priority value to 100 by doing 10+90. if I do make it 100, does that mean the call will get literally 100 min more than other priority queue, which means it should be almost always get to agent first which comparing other queue?
My client basically want to reserve 2 queue which has ultimate highest priority. if we set these 2 queues to 100 and 90, will that make other queues need to wait 100 minutes? or they will still be picked up if there are available skill matching agent? thanks.
If you have a call in at 100 priority then it would count as being in queue 100 minutes earlier i.e. 1 hour and 40 minutes. If this call is in queue and assuming agents can answer all the call types then this would be answered prior to the other calls in queue.
Calls will still be picked up on the other queues but only if the higher priority queue calls have been answered or there are no high priority calls in queue.
There are lots of conversations on this in the Genesys Cloud Community which are probably worth reading.
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