Priority is a number that is assigned to an interaction entering a queue. Priority can be set while configuring routing settings per channel.
Customers can decide on how to set priorities. For example, priority on a Support queue can be higher or lower than a Sales queue.
Note:
If you configure a specific queue selection during automation on the Automated Apps interface, Avaya Experience Platform™ Public Cloud ignores any priority value for that queue that you configure in Application Center Administration.
When the agent receives an interaction in Avaya Workspaces, the work card indicates the priority set to that interaction. Agents can then work on the interactions based on the priority.
