Get Priority in the strategy

[Leonxxx86]

Hi all,

Can you please advise what does "priority" do to the call, I can't seems to understand it? Thanks 

[cavagnaro]

Come on...the name says it. Read the URS guide.
Priority...what do you think? A tip, A VIP has more....over a normal customer....

[Leonxxx86]

so if there are 2 calls, how does URS know which one to give the highest priority?

[cavagnaro]

The one you tell URS to give more. 100 for example...
As said, read the guides...or search the forum, this is too basic

[Dionysis]

As Cav said, this is really basic stuff.

But queueing works like this.  If you set no priority in your routing strategy, calls will deliver from the queue using first in first out.  You can adjust the priority using the priority functions in your routing strategy.  This allows you to prioritise specific calls over others for more, or less, important call types.  A third option is to apply an increment priority function, which increases the priority over time.

However, given that you seem to be very new to this, I would strongly recommend against using any kind of priority.  If you're not careful it is very easy to create a situation where you will have calls that never get answered.  For example if you have 2 call types, 1 which you set a priority of 10 and the other where you set no priority.  Once you get a no priority call in the queue, it only takes 1 prioritised call to enter the queue before each time an agent becomes ready to stop that call being answered.  I've seen calls sit in queue for hours due to issues like this and it is extremely difficult to track down.