Updating an Existing Queue with Agent Prioritization

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RETURN TO THE AGENT QUEUE PRIORITIZATION PAGE

When you create a call queue with Agent Prioritization enabled, the call priority settings will apply to all call routes using that queue. If a queue was created before you activated the Agent Prioritization feature, it will not have these priority settings. To use Agent Prioritization with a queue created before the feature was activated, you need to create a new queue with prioritization settings and assign the same agents to it.

This guide shows you how to take an existing queue and apply call priority settings to that queue. A call queue is simply a group of Agents that are grouped together for a common purpose such as sales or service focused or grouped by what language they speak. Agents specializing in these different areas can be assigned to specific queues so when calls get presented to this group of Agents, they are better equipped to help the caller.

Note

Depending on your company’s software settings, this feature may not be available.

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

You must be signed into CallPotential's web version as an Administrator to access Settings and create call queues.

Agent Queue Prioritization must be enabled by your system administrator. Depending on your company’s software or admin settings, you may not have access to Agent Prioritization.

Select a Queue to Edit

Settings - Click to access all your available administrative settings.

Contact Center Configuration - Click to access all the available Contact Center settings.

Queues - The Configure Contact Center will open by default. Click to access your list of all call queues. Click here for detailed instructions on how to create a call queue.

Edit - Click to open the Edit Queue popup and available editing options.

Note: You can identify which call queues already have agent prioritization in the Prioritized column.

Agents in Queue - Click this pulldown option to view the agents in the queue. Capture the agents in this queue; you’ll use them to create the new queue with prioritization assigned.

Cancel - Without making any changes, click Cancel to return to the Queue list.

Archive- Select the queue and click Archive.

Next, create your new call queue with the same agents and assign priority to each agent. See Creating Call Queues with Agent Prioritization. It is recommended to name the new queue with prioritization similar to the old queue.

Update Call Route with New Prioritized Queue

Call Routes - From the Admin main settings page, click Call Routes.

Edit - Click the edit icon to edit the call route.

Edit Route Connect - click the edit icon on the Route Connect node.

Select new prioritized queue - click the Queue Name pulldown and select the new queue with prioritization.

OK - with the new prioritized route selected, click OK. The call route now has the priority rules you created with this new route.