Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 113)

7 • T HE S CRIPT P ANEL
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Priority module
D
ESCRIPTION
The Priority module adjusts the priority of the contact. This may affect its processing,
including moving it ahead of other contacts in a queue.
P ROMPTS
(Priority Change)—Determines the method by which the priority changes via one of the
following methods:
Increase—Increases the importance of the contact by the specified amount. This will
result in the contact being ranked higher in queue and having greater claim on avail-
able agent resources.
Decrease—Decreases the importance of the contact by the specified amount. This will
result in the contact being ranked lower in queue and having reduced claim on avail-
able agent resources.
New—Redefine the importance of the contact to the specified priority. Queue ranking
and claim to available agent resources will be adjusted accordingly.
Increase Priority by—Quantity by which the current value will be increased.
Decrease Priority by—Quantity by which the current value will be decreased.
New Priority—New value assigned to the current priority.
Prompt Valid Entry Default
Priority Change Increase, Decrease, New Increase
Increase Priority by Expression 1
Decrease Priority by Expression 1
New Priority Expression 1