...
The second step in this process involves assigning the Priority Class to the existing Interaction Type. In this example, the Incoming Call Priority Class is assigned to the Incoming Telephony Interaction Type. Once this change is deployed, all calls will be given a 1-hour “head start” over any other interaction. Once a Callback waits 1 hour, it will now be given equal priority as a new incoming call.
Considerations:
- If you are implementing skills based routing you will need to also assign your agents the correct skills to answer these calls.
- The active load allowance must now contain this new interaction type.