Queue Priority
    • 15 Apr 2024
    • 2 Minutes to read
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    Queue Priority

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    Article summary

    Queue priority in a contact center allows for prioritizing important calls over others. By setting queue prioritization, designated hold queues are served to available agents first. This feature is useful for treating VIP customers with quicker access. To set queue prioritization, go to Admin Settings, select My Company, and navigate to Queue Prioritization. Add desired contact centers and choose how they are rung. Customizing the priority order is also possible. Once set, business hours and call routing will automatically update. Only include contact centers that need prioritization. Check prioritization status in Admin Settings under Contact Centers.

    Queue priority allows you to prioritize which contact center queues are more important than others so that, while busy, you can ensure important calls are answered first.
    Normally the oldest call gets served to the next available, but if you've set queue prioritization, it wouldn't matter how long the calls in other hold queues are waiting. Calls in designated hold queues will be served to available agents first. 
    You'll want to create a queue priority if, for example, you'd like to treat VIP customers with quicker access to your contact center and agents.

    Who can use this feature
    Company admins on an Ai Sales and Ai Contact Center license can configure queue priority.

    Set queue prioritization

    To set your queue prioritization, head to your Admin Settings from Dialpad.com 

    1. Select My Company 
    2. Navigate to Queue Prioritization
    3. Select Add a Contact Center to Prioritize and choose a contact center to add to the list

    Once you've added all the contact centers to the list, choose how they're rung:

    • Ring this list in order of wait time: Contact centers in this list are prioritized above all other unlisted contact centers; calls will then be prioritized to agents based on the longest wait time
    • Ring this list in the order I set below: Calls will be prioritized based on the order listed

    To customize the priority order:

    1. Select Edit Priority Order
    2. Select the = icon beside the contact center you'd like to move
    3. Drag and drop the contact center at the bottom to prioritize it from the list
    4. Select Save Changes

    If there is only 1 level of priority, after you save, we'll always choose the Ring this list in order of wait time option


    To enable the same call priority for multiple contact centers (ie. two contact centers at priority 1, another at priority 2, several at priority 3), drag and drop the contact center into the desired position, when it flashes purple, they'll be set at a same priority level.

    Keep in mind that you do not need to include all contact centers in a list — only include the contact centers that you'd like to prioritize.

    You'll only be able to create a queue priority if agents are assigned to multiple contact centers

    Business hours and call routing

    Once you've set your queue priority, your business hours and call routing will automatically update. 

    To see if your hours are prioritized by your company:

    1. Navigate to your Admin Settings
    2. Select Contact Centers
    3. Choose the desired contact center
    4. Select Business Hours & Call Handling

    If prioritization is active, you'll see a banner indicating will indicate the contact center is part of a queue prioritization list.


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