Using the Queue - Set Priority (QSP) applet you can prioritize calls that arrive at ContactWorld.
The QSP applet works in two different modes: 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.
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 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.
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 based on the priority set in the applet. ContactWorld routes a call with a higher priority to an agent before a call with a lower priority. Higher priority calls 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 calls, see Queue - Set Priority (QSP) applet.