Queue Priority Setting?

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  • Updated 9 months ago
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We have team members that are part of multiple queues (sales and support for instance). They know which queue the caller is coming from based on the audible notification when they answer.  However, we would like to prioritize our queues.  For instance, if all team members are busy and there is 1 person waiting in the Support Queue (for 3 minutes) and 1 person in the Sales Queue (for only 1 minute), we want the priority to be the Sales Queue.  In this scenario, the next available agent (even if they are part of both queues) would get the Sales Queue call instead of the Support Queue call (even though the Support Queue caller had been holding longer).  Is this possible?
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Aaron West

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Posted 9 months ago

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Saadet - Community Support, Official Rep

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Hey Aaron,

This is possible with our Contact Center package :) 
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Aaron West

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Thanks, Saadet. Is that an add-on to our existing RC?  We are new to RC and this was a feature of our 10-year old PBX Hybrid we used to use. For us as a small company with a lot of overlap, it was very handy. Thanks for any additional info (the site didn't seem to show anything about this prioritization).
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Hey Aaron,

No worries, that page is just an Overview of the add-on package. It's actually what we use for our Support Queues and we are able to make this prioritization. If you would like to learn more I would suggest contacting your Account Manager :) If you don't know who that is just let me know and I can email you their information.