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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. If Behavior Type is Longest Waiting, the applet works in Age Per Minute mode. If Behavior Type is Skills Based, the applet works in Absolute Priority mode.
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For more information about using the QSP applet to prioritize interactions, see Prioritizing interactions.
Priority Options
| Field | Options | Description |
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| Set Queue Priority | Highest, Higher, Normal, Lower, Lowest | |
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interactions 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 |
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interaction) x (queue priority value) |
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Vonage Contact Center assigns the interaction with the highest result |
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first. *The value of Age Per Minute is set in the ACD applet. |
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| title | In Absolute Priority mode... |
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| Vonage Contact Center assigns the interaction with the highest priority first. |
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Routing
| Field | Options | Description |
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| Next Applet | List of available applets | The applet that the |
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| interaction is routed to next. |
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