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The Queue - Set Priority applet uses a mathematical formula to set the priority for calls with different statuses or from different numbers. The applet works with Age Per Minute fields in other applets to multiply the age of the call accordingly. |
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| width | 60%QSP applet works in two different modes:
- Age Per Minute
- Absolute Priority
The mode depends on the behavior type of the Automatic Call Distributor (ACD) applet in the QSP applet's interaction plan.
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For more information about using the QSP applet to prioritize calls, see Prioritizing calls.
Priority Options
| Field | Options | Description |
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| Set Queue Priority | Highest, Higher, Normal, Lower, Lowest | The priority of calls that are routed through this applet. | Expand |
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| title | In Age Per Minute mode... |
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| Select Highest to set the queue priority value to 0.9.
Select Higher to set the queue priority value to 0.75.
Select Normal to set the queue priority value to 0.5.
Select Lower to set the queue priority value to 025.
Select Lowest to set the queue priority value to 0.1. The applet performs the following calculation: (Age Per Minute) x (actual age of call) x (queue priority value) |
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ContactWorld assigns the call with the highest result |
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| title | In Absolute Priority mode... |
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| ContactWorld assigns the call with the highest priority first. |
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| Next Applet | List of available applets | The applet that the call is routed to next. |
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