Engage Voice | Creating an inbound priority group
As we discussed in Intro to inbound routing, routing priorities allow you to use ranking systems to determine which agents receive calls first and which queues are prioritized in terms of dequeuing calls.
For the purpose of this article, we’ll discuss how you can configure your priorities using the Priority group feature located in the sliding tray under Routing.
Priority groups provide an absolute prioritization method that ranks queues within a priority group to determine which queues in that group should dequeue calls first. The priority given to a queue is absolute in the sense that the system will always prioritize calls from the queue with the highest rank. However, the priority only applies when the system has to choose between queues with the same available agents. This type of priority is configured at the queue group level.
Priority groups should not be confused with queue priority, which is configured at the individual queue level. Queue priority is a preference-based prioritization. The system will give preference to the higher priority queue but will continue sending calls from lower priority queues.
Please note: If you create a priority group and apply a queue priority to one of the queues in that group, the ranking you apply to the queue in the priority group will always trump the ranking you give it at the queue level.
Creating a priority group
In the steps below, you’ll learn how to create an inbound priority group.
Please note: Before you can create an inbound priority group, you must already have your inbound queues configured.
1. Navigate to Routing > Priority Groups via the left-hand navigation bar
2. Click the Add Group button to open the Add Priority Group modal window
3. Enter a name for your priority group in the New Priority Group field
4. Click Ok to exit the modal window
5. Select your new group under the Priority Groups section on the left-hand side
6. Use the Queue Order dropdown menu on the right to select a queue
7. Repeat step 6 to add additional queues to the priority group
8. Use the Rank field to the right of each queue name to designate each queue’s priority within the group. The higher the ranking number, the higher the priority
9. Click Save to save your changes
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