Prioritize One Type of Call Over other calls within an IVR.
PlanejadaI have an IVR set up so with our Press1 and Press3 routing into the same Group.
We thought it might be nice to be able to prioritize calls from one route over another route as they flow into the same Group's queue.
I was wondering if this is something that could be easily developed?
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Comentário oficial
Update May 24, 2023
Hello Community,
In 2023, we intend to roll out skills based routing. One of the benefits of skills is that we can create differentiation (e.g., importance level) between different groups within the queue. This should address the concerns here.
We are also investing effort in 2023 on improving our universal queue's architecture. With that, we aim to provide benefits, including but not limited to, setting priorities within the universal queue.
Thanks for your patience.
Sean
------Hi Robert,
Thanks for the feedback!
This functionality is not in our roadmap at the moment. We will put it in the backlog for future consideration.
Thanks
Sean
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I have the same need. Please prioritize for future consideration if possible.
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+1 we definitely have this need as one of our teams is Bilingual. 1 goes to english and 2 goes to french. As our entire team speaks English and only few speak French, we are wanting the French selections to go to the French team first before any of the english team. Is there a solution for this?
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