Use the Precision
Queue script node to queue a call based on caller requirements until an agent
with desired proficiency become available. This node contains multiple agent
selection criteria which are separated into steps.
A single call can be
queued on multiple precision queues. If an agent becomes available in one of
the precision queues, the call is routed to that resource. You cannot reference
multiple precision queues with a single Precision Queue node. However, you can
execute multiple Precision Queue nodes sequentially to achieve this.
The Precision Queue
node includes a Priority field, which sets the initial queuing priority for the
calls processed through this node versus other calls queued to the other
targets using different nodes. The priority is expressed as an integer from 1
(top priority) to 10 (least priority). The default value is 5.
If more than one call
is queued to a precision queue when an agent becomes available, the queued call
with the lowest priority number is routed to the target first. For example,
assume an agent in a precision queue becomes available and two calls are queued
to that precision queue. If one call has priority 3 and the other has priority
5, the call with priority 3, the lower value, is routed to the precision queue
while the other call continues to wait. If the priorities of the two calls are
same, then the call queued first is routed first.
VRU (voice response
unit) script instructions are not sent to the VRU. If a call enters the
precision queue node and no resource is available, the call is queued to the
precision queue and the node transfers the call to the default VRU, if the call
is not already on a VRU. The script flow then exits immediately through the
success branch. The script should then continue with a run external script node
to instruct the VRU what to do while holding the call until an agent becomes
available. Typically, this invokes a network VRU script that plays
music-on-hold, possibly interrupted on a regular basis with an announcement.
The script flow can also use other queuing nodes to queue the same call to
other targets, for example, Queue to Skill Group and Queue to Agent.