Queue - Set Priority (QSP) applet

The 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.

You can only use this applet in an interaction plan that routes calls, and not other types of interactions.

For more information about using the QSP applet to prioritize calls, see Prioritizing calls.

Priority Options

Field	Options	Description
Set Queue Priority	Highest, Higher, Normal, Lower, Lowest	The priority of calls that are routed through this applet. In Age Per Minute mode... 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) ContactWorld assigns the call with the highest result first. The value of Age Per Minute is set in the ACD applet. In Absolute Priority mode... ContactWorld assigns the call with the highest priority first.
Next Applet	List of available applets	The applet that the call is routed to next.

Priority Options