Predictive Route DataCfg:default-predictor:use-keepqueue

View in ref guide.

Edit this option          Publish this option          Clear draft content

Published Option

use-keepqueue

Default Value: true
Valid Values: true, false
Changes Take Effect: On next interaction

Specifies whether a higher-priority interaction, entering a queue, is answered before interactions that arrive after it. If the high-priority interaction has a score too low to satisfy the criteria configured for routing, setting this option to true can block routing of higher-scoring but lower-priority interactions.

• true - If a higher priority interaction enters a queue, it must be routed to a suitable agent before the interactions already waiting are routed.
• false - Interaction priority is not considered when routing waiting interactions to a suitable agent. Preserves routing behavior used before release 9.0.018.00.

Draft Option

No draft option