The “Update Priority Panel” is a feature in Sharpen Q Routing that allows you to set or update the priority of an interaction.
What is Sharpen Q Routing?
Sharpen Q Routing is a system used to route customer interactions (such as phone calls, emails, or chats) to the appropriate agents in a contact center. The system prioritizes interactions based on various factors such as the urgency of the issue, the customer's history, and the agent's expertise.
What does the Update Priority Panel do?
The Update Priority Panel allows you to set or update the priority of an interaction that is being routed by Sharpen Q. This is done by assigning a Q Points value to the interaction, which is used by the system to determine the order in which interactions are routed to agents.
Configuration
The Update Priority Panel has three configuration options:
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