You can configure the Velocity ANI priority queue event if you wish to provide special queue events for customers who call frequently. You can set the parameters that must be met to flag a customer’s call as a Velocity ANI using the fields located just above the Priority Queue Events table. These parameters are measured by the specified number of calls a customer will make in a specified number of days.
Let’s say, for example, that you would like to send customers that call more than 3 times a day to a special queue within your contact center. Using the fields above the table, you would insert a 3 in the field following Velocity event after and a 1 in the field following calls in so you get the following: Velocity event after 3 calls in 1 day.
Using this example, you will instruct the system: If more than 3 calls are received from this number in 1 day, the number is flagged as velocity and the velocity event will take place.
After that, you would configure priority queue event settings via the Priority Queue Events modal to requeue customers meeting the parameters above to a separate queue of your choosing.