Queue Priority

Set the 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 Call Center to Prioritize and choose a Call Center to add to the list

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

  • Ring this list in order of wait time: Call Centers in this list are prioritized above all other unlisted Call Centers; calls will then be prioritized to Agents based on 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 Call Center you'd like to move
    3. Drag and drop into the desired order
    4. Select Save Changes

 

 

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

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 Call Centers
  3. Choose the desired Call Center
  4. Select Business Hours & Call Handling

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

CC_part_of_queue_prioritization.png

 

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