Does anyone know what the ‘hidden multiplier values’ are for priorities.
I am reading the guide about How Converse Routes Interactions and it explains how interactions of different priorities move through the queue at the different speeds and gives an example that Normal Priority has a multiplier of 1 and a High Priority has a multiplier of 5, but it does not list what the other priorities are.
Thanks
When an interaction enters the queue, it begins accumulating points based on how long it has been waiting and the priority level assigned to it. The system calculates priority points using the following formula:
Points = Seconds in Queue × Priority Multiplier
The Priority Multiplier is determined by the interaction’s assigned priority level:
None / Normal = 1 point per second
Normal High = 10 points per second
High = 100 points per second
Very High = 1,000 points per second
Queue Jump = 10,000 points per second
These points help determine which interaction should be handled next—the higher the total points, the higher the priority in the queue.
Let’s say we have three interactions in the queue:
Interaction A – Priority: Normal, Time in Queue: 60 seconds
→ Points = 60 × 1 = 60
Interaction B – Priority: High, Time in Queue: 10 seconds
→ Points = 10 × 100 = 1,000
Interaction C – Priority: Very High, Time in Queue: 5 seconds
→ Points = 5 × 1,000 = 5,000
Even though Interaction A has been waiting the longest, Interaction C will be handled first because it has the highest priority score.
Hope that helps.
Jonathan
Thanks Jonathan. That has helped a lot!