We are currently routing calls based on agent skill but there are some call types for some services that need to be answered first. Anyone know how this can be done?
I feel like I’ve answered this question before. Experiment with the “Set Priority” block within your IVR. This is incremental from 1.0 to 10, so use the “tenth” (1.1, 1.2, etc…) if you can. This acts as a multiplier. So you got two calls waiting for 5 minutes. If one of those service calls hits the 1.1 block or whatever, you’ll essentially take that wait time of 5 minutes and multiply by that block value ie. 1.1 and that will be the wait time the system processes. Higher the number, more likely to be answered obviously.
I’ve been told to never exceed 9 especially if you are using virtual queue. I guess something just breaks at that point.