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Old 01-29-2018, 02:46 AM
wilso598 wilso598 is offline
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Default Call queue boosting


Is there a way within Avaya to give certain queues a 'boost' such that they are answered quicker?

For example, we have Call Type A and Call Type B with a dual-skilled workforce. For a short period of time we want to prioritise Call Type A by applying a boost to the wait time, such that as soon as the call joins the queue the system thinks the call has been waiting , say 15 seconds. This then means that it jumps ahead of all Call Type Bs that having been queuing for anything less than 15 seconds in terms of priority to get answered.

Any help on this is much appreciated.

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