Any creative ideas for handling call priorities?

Hi
I am looking for creative ideas to help out my customer. They are using UCCE 8.5.3 with CVP. They have 3 priority levels: gold (1), silver (3) and bronze (5). All three levels are handled by the same skill group. There are times when they have an influx of gold calls which go ahead of silver and bronze in the queue - and therefore bronze keep getting pushed back in the queue. How can then ensure that bronze calls get serviced within a reasonable time period while still maintaining their prioirties?
Appreciate any creative ideas.
W

A colleague of mine just went through this same exact scenario. This is what we ended up doing… If a low priority call sat for more than 2 minutes it got moved to a higher priority. I know it’s not perfect and it doesn’t “fix” the problem but merely puts a band-aid on it in most cases until you get a large number of calls with a particular priority calling in.
You are stuck my friend. There is nothing you can do programming wise to get around it. You need more agents when it comes to situations like this. Personally I think priority is stupid especially when you have one group of agents handling all the queues or priorities. If you use priority your incoming call pool becomes dynamic so your agent pool should become dynamic as well but managers “your customer” don’t realize this or can’t afford more agents but they still insist priority is a great idea.
That’s my two cents anyway.
Good Luck! You can’t please them all.

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