Prioritize Calls Waiting in Queues

Prioritize Calls Waiting in Queues

Scope: This feature is only available to users with a user scope of Call Center Supervisor or higher. 
Call Center Agents cannot prioritize calls. 

Note: The ability to prioritize calls that are waiting in queues was introduced in Primecall V43.

Prioritizing calls that are waiting in a call queue allows greater control over how calls are being received in the call center. When a call is prioritized, it is sent to the top of the queue to be dispatched to the next available agent. 

In the case of multiple prioritized calls, the calls will all move to the top of the queue in the order of "longest in the queue" first. 

Implementation

From the scope of a Call Center Supervisor or higher, click on the Prioritize  button across from a call to move the call to the top of the list.

✔ The caller will move to the top of the call queue list. Their Status will now have a "priority" tag. All priority calls move to the top of the call queue, in order of longest "duration". 

Quick Tip: In PrimecallWEB PHONE, the UI is similar. 

Pressing the arrow button will tag the call as “priority” and then move the caller to the top of the call queue:

prioritize callsqueue callscall prioritycall queue featuresprimecall call queuesprimecallweb phone features

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