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:
Panel Name: This is a unique identifier for the panel. Once you choose a name, it is recommended that you do not alter it.
Queue Call Manager ID: This is the ID of the queue call manager that you want to update.
Priority: This is the Q Points value that you want to assign to the interaction.
Exit Paths
There are two exit paths from the Update Priority Panel:
Default: This path is taken if the priority was successfully updated on the interaction.
Invalid Input: This path is taken if one or more of the configuration inputs was invalid.
In summary, the Update Priority Panel is a feature in Sharpen Q Routing that allows you to set or update the priority of an interaction by assigning a Q Points value, which will allow specified interactions to have priority over others.