Prioritizing interactions

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

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.

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 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 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 interactions based on the priority set in the applet. Vonage Contact Center routes an interaction with a higher priority to an agent before an interaction with a lower priority. Higher priority 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 interactions, see Queue - Set Priority (QSP) applet.