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Using the Queue - Set Priority (QSP) applet you can prioritize calls interactions that arrive at the NewVoiceMedia platformVonage Contact Center.

The applet works in Age Per Minute mode if you are using the Automatic Call Distributor (ACD) applet in Longest Waiting mode. In Age Per Minute mode, the applet uses a mathematical formula to set the priority for calls interactions with different statuses or from different numbers. The applet works with the Age Per Minute field in ACD applets to multiply the age of the call interaction accordingly.

The applet works in Absolute Priority mode if you are using the ACD applet in skills based routing mode (that is, as a Universal Contact Distributor (UCD)). In Absolute Priority mode, the applet prioritizes calls interactions based on the priority set in the applet. NewVoiceMedia routes a call Vonage Contact Center routes an interaction with a higher priority to an agent before a call an interaction with a lower priority. Higher priority calls interactions are prioritized regardless of other settings. Other settings include skills, waiting time, service level agreements, and personal queues.

For more information about using the Queue - Set Priority (QSP) applet to prioritize callsinteractions, see Queue - Set Priority (QSP) applet.