Hello,
We operate as an omnicompetent workforce with the operators working across multiple queues. Is there a way to ensure routing that some call queues take priority over others? From what I can see calls seem to route based on what has been waiting longest, but I want queue 1 to always come through first regardless of the length of time the call has been waiting for.
Hi there @sroberts Yes you can. In your Contact Centre Queue settings you can change the priority of the calls for all calls in the Queue. You have the option of Normal (Default) all the way to Queue-Jump.
Hope that helps.
Kind Regards.
Jonathan
Thank you. Can you put queues in a priority order such as below? Or can this only be done with 1 queue?
Queue A - Priority 1
Queue B - Priority 2
Queue C - Priority 3
Queue D - Priority 4
So, in your instance, if you only want to change the priority of calls to a specific queue, then change that Queue to a higher priority than the other ones.
Using your example
Queue A - Normal
Queue B - Very High
Queue C - Normal
Queue D - Normal
This would mean that calls to Queues A, C, and D remain the same for all calls, and the longest wait is at the top. Calls in Queue B will always go to the top regardless of wait time ( and go ahead of calls in the other queues as well).
Is that what you are looking to achieve?
Again, feel free to ask questions if need be.
Jonathan