12/12/18 20:45 PM  

Central - Priority Management while in Queue | RingCentral Contact Center

« Go Back


SummaryThis article answers the question: How does "Priority Management while in Queue" work?

Central - Priority Management while in Queue

User-added image
Initial Priority - Sets the initial priority of your phone calls as they enter the queue.  

For example, you may have two different customer service skills--one for Standard Accounts and another for VIP Accounts.  Managing the initial priority makes it possible for you to identify which call you want to take first.  One way of ensuring that your VIP Skill calls will be handled before your Standard Skill calls is to set those initial priority values between 101 and 200, and to set all your Standard Skill calls with values from 001 to 100. With these settings, the Standard Skills are placed at a lower initial priority than the VIP Skills.  The result is that VIP Skills coming into the queue take precedence over the Standard Skills.

Acceleration - Increases the importance of a call the longer the call waits in queue.  

For example, by setting the value of the acceleration to 10 for a VIP call, for every minute that call is in queue, the priority of the call increases by 10.  Acceleration works in conjunction with initial priority, which means both values must be considered together to manage the amount of time each customer waits in queue and your overall service levels. For example, if you set the initial priority of a VIP call to 101, and the acceleration is set to 10, after one minute, the priority of that call jumps to 111, after two minutes it would jump to 121, after ten minutes it is 201, and so on.

Maximum Priority - Indicates the maximum priority that any call can reach--either through an initial setting of 1000 or a combination of initial priority and acceleration.

Overall Priority is calculated using this formula: Priority = time (in minutes) * Acceleration + Initial Priority. (P = t*A + I)

Priority Comparison

Priority Comparison is a function that is used to compared multiple skills to determine the right balance between initial priority, acceleration and at what point each call would hit the max priority or move above other calls queued in different skills.

User-added image

The Elapsed Time and Time Interval must be entered in seconds in order for the function to work properly. Keep in mind that that both fields can not exceed a value of 9999. This represent just over 2.75 hours. Another thing to keep in mind is the number of data points that would be considered based on the time interval that is entered. If you want to determine the priority comparison for a portion of your shift where the call volumes are at their highest and enter 9000 seconds representing 2.5 hours, then enter 30 seconds as your time interval, the system will need to generate 300 data points. This will take longer than depending on your bandwidth and other factors.

Was this information helpful?

Tell us why and what can we do to improve this information