Queue Priority allows you to prioritize which Call Center queues are more important than others so that when you’re busy you can ensure important calls are answered first.
For example, let’s say you have agents that work in 2 different call center queues. And in each of those call centers, there is a call waiting in the hold queue. One has been waiting for 1 minute and one has been waiting for 2 minutes.
Which call is answered first? Normally, the oldest call will be served to the next available agent.
Let’s say one of those 2 queues is for VIP customers only, and you give them a special number to call:
With Queue Priority you can specify that the VIP Support call center is the most important queue.
In that case, it wouldn’t matter how long the call in the other queue had been waiting, the call in the VIP queue would be served to the agent first.
When does it not make sense to use Queue Priority?
The feature only works if agents are in more than one call center.
If your agents are all separated and there is no overlap between staffing on different call centers, there is no need to use Queue Priority.
It only prioritizes when an agent who is in more than one call center becomes available to take their next call.
Setting up Queue Priority
Queue Prioritization settings live at the Company level.
- Just click on “My Company” in the top-left drop-down from dialpad.com settings.
- Scroll down to the bottom of the Company Settings page until you see Queue Prioritization.
How will I know if a Call Center has been prioritized?
When viewing Call Center settings a banner will appear to indicate whether or not a call center has been prioritized: