Understanding interaction priority

Each queue has a default priority level. When an interaction enters the system for the first time, the interaction adopts the default priority of whichever queue it enters. If all interactions in a queue have the same priority, the position of the interactions are based on each interaction’s total time in the current queue. If a queue contains interactions that have multiple priority levels, higher priority interactions will have a higher position in the queue than lower priority interactions.

As long as an interaction remains in a queue, it maintains its priority. However, if an interaction moves from one queue to another queue, the interaction’s priority may change, based on the method used to move the interaction.

When you redirect an interaction manually, the interaction always adopts the default priority level of the destination queue.

When you redirect an interaction manually, the interaction always adopts the default priority level of the destination queue. For example, suppose Queue 1 has a priority of 1 and Queue 2 has a priority of 15. When an interaction first enters Queue 1, it has a priority of 1. However, if you manually move that interaction to Queue 2, using either a drag-and drop operation or the right-click menu, the interaction priority lowers to 15. The rules work the same in reverse. If you manually move a priority 15 interaction from Queue 2 to Queue 1, the interaction priority increases to 1 when it enters Queue 1.

Interactions interflowed automatically retain the original interaction priority.