Forum Discussion
meera_lynn
Aug 06, 2024Copper Contributor
Work out when 2 different priorities each with different baseline points, will match up
Priority | Points/Second | Points/Minute |
Normal | 1 | 60 |
Normal High | 10 | 600 |
High | 100 | 6000 |
Very High | 1000 | 60000 |
Queue Jump | 10000 | 600000 |
I'd be most grateful for help on how to work this out please:
- Calls are routed depending on the number of points.
- So a call with Normal priority inherits 1 point for every second they are queueing, a call with Very High priority inherits 1000 points for every second they are queueing etc (see table above)
- If Normal priority call has been queueing for 30 minutes they would get 1800 points
- If a Very High priority call enters that queue it would instantly get 1000 for the 1st second it enters that queue
QUESTION: How do I calculate (formula) at which point (in seconds/minutes) the call with Very High priority will beat the Normal priority call which has been queueing for 30+ minutes already?
I'd appreciate an Excel whizz to create a formula that works this out for all the priorities (not just by 30 minute interval but by every 1 minute interval) in my table above please.
Much obliged.
- BA_MaxIron Contributor
meera_lynn Something like this?
I think having a table to compare is neither here or there - it'd probably be easier using a dropdown (included) or using the same formula you could do a lookup table / function for each person on hold to consider how many "points" they have.
I do think that the x10 aspect of points is kind of arbitrary though, it might be worth doing some research into how much extra weight you apply per tier.
Edit: I provided a table because I misread the question, whoops. I'm pretty sure your table is so simple it'd be a case of "have they been on hold for 100x less" for high to normal, etc.