Queue Priority lets you control how calls are prioritized when agents serve multiple Contact Centers. You can prioritize calls based on wait time or assign custom priorities to give important queues a head start while still accounting for how long callers have been waiting.
Note
You'll only be able to create a queue priority if agents are assigned to multiple Contact Centers.
Who can use this
Company Admins can configure the Contact Center queue priority.
Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
How priority works
When a call enters a queue, Dialpad applies the Contact Center’s starting priority. If you configure an increase, the call’s effective priority rises as it waits.
A lower-priority queue can eventually overtake a newer call from a higher-priority queue.
Effective priority stops increasing when it reaches the maximum value supported by the feature.
Priority settings apply to calls that enter the queue after you save the changes.
Active calls and calls already in the queue keep their settings from when they entered the queue.
Prioritization modes
Wait Time | Custom Priority |
|---|---|
Wait time is the default prioritization mode. Calls in the prioritized list are served based on how long they’ve been waiting. Contact Centers on the list are prioritized over those that aren’t included. Existing customers using Wait Time don’t need to make any changes. | Custom Priority lets you assign a starting priority to each Contact Center and optionally increase that priority as calls wait. For each Contact Center in the prioritized list:
You can assign the same starting priority to multiple Contact Centers. |
Set queue prioritization
To configure Queue Priority, go to your Dialpad Admin Settings.
Select My Company
Navigate to Contact Center Settings > Queue Prioritization
Select a prioritization mode:
Wait Time only prioritizes calls by how long they’ve been waiting.
Custom Priority lets you assign a starting priority and optionally increase it over time.
Select Add to add a Contact Center to Prioritize
Search the Contact Centers you want to include and select Apply
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Configure the selected mode
Select Apply changes
Note
The priority graph shows how Contact Center priorities change as calls wait. It displays up to eight of the highest-priority Contact Centers. If you have fewer than eight prioritized Contact Centers, they’ll all appear in the graph.
Tip
To make a call’s priority increase while it waits, set the increase amount to a value greater than 0 and configure an interval between 1 and 10 minutes. An increased amount of 0 keeps the priority unchanged. Updated settings apply to calls that enter the queue after the changes are saved.
Business hours and call routing
After you set the Queue Priority, your business hours and call routing update automatically.
To verify that prioritization is active, go to your Dialpad Admin Settings.
Select Contact Centers
Choose the Contact Center you want to check
Select Business Hours & Call Handling
Look for the banner indicating that the Contact Center is on a queue prioritization list
Frequently asked questions
Can I use Wait Time and Custom Priority at the same time?
No. Your company can use one prioritization mode at a time. Choose the mode that best fits your queue-routing needs.
Does Custom Priority change the behavior for customers using Wait Time?
No. Customers using Wait Time keep their current behavior unless an administrator changes the company’s prioritization mode.
Can multiple Contact Centers have the same priority?
Yes. Multiple Contact Centers can share the same starting priority.
Does changing the settings reorder calls that are already waiting?
The updated settings apply to new calls. Active calls and calls already in the queue keep their settings from when they entered the queue.
Does a priority increase continue forever?
No. The effective priority stops increasing when it reaches the maximum value supported by the feature.
What does the priority graph show?
The priority graph shows how each Contact Center’s effective priority changes as calls wait. It displays up to eight of the highest-priority Contact Centers.