Scripting Priorities 2

[monkeybarfan]

Been a while since I have done scripting so this may be an easy one for you to answer.

Script xxx says QUEUE TO SKILLSET aaa WITH PRIORITY 1 and script zzz says QUEUE TO SKILLSET bbb with PRIORITY 2.

If there is a steady flow of calls coming into xxx, and one call came into script zzz, where can I find the config option to specify how long the zzz call would wait in the system before coming ahead of any new xxx calls?

NB This is assuming there are always agents idle with both aaa and bbb skillsets at the same level.

Cheers

 

[captaingadget]

In the example you've given you are queueing to different skillsets so it doesn't matter. If, however, you are queueing P1 calls and P2 calls to the same skillset, then P1 calls will ALWAYS take priority such that if there are always P1 and P2 calls queueing the P2 calls will never be answered.

There is no config to sort this out, you have to do it in the script e.g.

IF AGE OF CALL > 300 THEN
CHANGE PRIORITY IN SKILLSET xxx TO PRIORITY 1
END IF

 

[monkeybarfan]

OK thanks

Is it the same if it was this scenario...

Script xxx says QUEUE TO SKILLSET aaa WITH PRIORITY 1 and script zzz says QUEUE TO SKILLSET aaa with PRIORITY 2.

If there is a steady flow of calls coming into xxx, and one call came into script zzz, would the zzz call never get answered? (Hypothetically - I am ignoring agent status, length of welcome messaging etc for now)

I thought I remembered, from when I undertook the training course several years ago, that there was a default option to ensure that the zzz call would eventually jump the queue and get answered, in order to prevent it being stuck in the system indefinitely?

Or maybe as you say I am just mistaken and it was just all handled within the scripting!

 

[sandyml]

No, you really need to address that in your script. As captaingadget said, the declared P1 priority takes precedence over every other parameter.