Overview: Queue weight (Edify Console)

Edify Console > Queues > Overview: Queue weight (Edify Console)

This article explains the concept of queue weight, which is configurable on queues in Edify Console.

In this article

Overview

Queue weight is where you define if the work being managed in a queue is more or less important compared to other queues.

This means that queues with a higher weight are managing interactions that are more important than other queues. On the other hand, the lower the weight of a queue, the lower the priority of the interactions managed in it.

Queue weight is how you define interaction priority across queues, which is different from interaction points. Use interaction points to define interaction priority between interactions within the same queue.

When you have users managing multiple queues and Edify receives multiple interactions from different queues, the system first delivers the interactions in the highest weighted queue. If a weight is not set for this queue, then the interactions are delivered based on the weight set in your other queues.

However, if your queues do not have a weight set, or they have the same weight, then interactions are delivered on a first come, first served basis.

Configure a queue with a weight to determine which work or less is more important compared to others.

Queue weight defines interaction priority between queues

Queue weight is relevant when multiple interactions are created at the same time and in different queues.

This is the case because the system uses queue weight as a way to decide the order of importance of these interactions. The most important - interaction in the highest weighted queue - is addressed first.

If there are interactions created in the same queue, these share the same queue priority level. So, queue weight is not a factor used to determine the priority level of these interactions.

How it works

This is how queue weight works.

Once an interaction is created within the queue, the system evaluates it based on various factors to determine how best to deliver it. This evaluation process is our AID process.

Here’s how queue weight impacts how interactions are delivered when multiple interactions are created at the same time in different queues.

Step 1: Queue weight - yes or no

Once an interaction is created, the system evaluates it to determine which queue is hosting it and if that queue has a weight to it or not.

  • Queue Weight: 1 or higher - If the interaction is hosted in a queue that has a queue weight of “1” or higher, the system defines that this queue has a weight.

  • No Queue Weight: 0 or undefined - If the interaction is hosted in a queue with a queue weight of 0 or undefined, the system determines that the interaction isn’t hosted in a weighted queue and moves it to being the least priority interaction compared to interactions hosted in a weighted queue. Interactions in this situation are prioritized based on the next checkpoint in the AID process.

Step 2: Compare queue weights between queues

Now that the system determined that the interaction is hosted in a weighted queue, it’s time to evaluate how the weight of the weighted queues compare to each other.

The highest weighted queue is given the most priority. So, interactions in the highest weighted queues are addressed before lower weighted queues and no weight queues.

The system reviews the weight of each queue and determines which of the weighted queues has the highest weight. Interactions are then ordered from highest to lowest weighted queue. The interaction hosted in the highest weighted queue is marked as the interaction with the most priority.

  • Interaction created in the highest weighted queue - This interaction is marked as the highest priority between the other interactions.

  • Interaction created in not highest weighted queue - This interaction is marked as less priority compared to the interaction hosted in the highest weighted queue.

Step 3: Interactions further evaluated based on AID process

Now that the system ordered interactions based on queue weight, the system has completed evaluating the interaction based on queue weight.

Configuring queue weight

The queue’s weight is only displayed in the settings of the queue in Edify Console.

Queue users managing interactions in the queue won’t have any indicator of the queue’s weight on the interaction in Edify App.

The queue's weight can be modified at any time. This is helpful if the queue is seasonal, so interactions within the queue become more of a priority at different times of the year compared to other seasons.

Once the queue weight is set, it remains that weight until it’s changed.

In short, you can more effectively route interactions by assigning a weight to each of your queues. This tells the system which interactions to deliver to your teams first, ensuring the interactions for your high priority queues are answered first.