Call vs Email Priority
Posted: Tue Oct 20, 2015 3:36 pmI have a call in_group with queue priority set to 0 and an email in_group with queue priority set to -25 but emails are still being distributed to agents before the calls.
Scenario:
5 new emails are found when the perl script checks the email account
1st email is sent to an agent through the email in_group
2nd email is sent to an agent through the email in_group
A call comes in and enters the queue
3rd email is sent to an agent through the email in_group and call remains in queue
4th email is sent to an agent through the email in_group and call remains in queue
5th email is sent to an agent through the email in_group and call remains in queue
Call is sent to an agent through the call in_group
Please advise what I need to do so that the distribution of emails is paused while there are calls.
Scenario:
5 new emails are found when the perl script checks the email account
1st email is sent to an agent through the email in_group
2nd email is sent to an agent through the email in_group
A call comes in and enters the queue
3rd email is sent to an agent through the email in_group and call remains in queue
4th email is sent to an agent through the email in_group and call remains in queue
5th email is sent to an agent through the email in_group and call remains in queue
Call is sent to an agent through the call in_group
Please advise what I need to do so that the distribution of emails is paused while there are calls.