Queue priority allows you to prioritize which Call Center queues are more important than others so that, while busy, you can ensure important calls are answered first.
Consider this: Agents are assigned to 2 different Call Centers, and in each, there is a call waiting in the hold queue. Caller A is waiting for 1 minute while Caller B is waiting for 2 minutes. Normally the oldest call gets served to the next available Agent so Caller B will exit the hold queue first.
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 Call Center and Agents.
Set the Queue Prioritization
From Dialpad.com, navigate to Admin Settings > My Company > Queue Prioritization.
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 chosen in this list.
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. You'll only be able to create a queue priority if Agents are assigned to multiple Call Centers.
From Dialpad.com, navigate to Admin Settings > Call Centers > Business Hours & Call Handling. It will indicate whether or not the Call Center is part of a queue prioritization list.