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.