Agent Queue Prioritization

Note

The guide explains your call center’s Agent Queue Prioritization feature. If this feature is enabled, you are able to assign priority for inbound calls and callbacks to any or all call center agents. Calls will be presented to agents based on their priority number (1 = prioritized first, 5 = prioritized last). Agent Queue Prioritization works for Creating Call Queues and Editing Call Queues.

If a queue was created prior to the Agent Prioritization feature activated in your system, it doesn’t have any call priority settings. If you have an existing queue created prior to feature activation, you can use the same agents and create a new queue with prioritization assigned. See Updating an Existing Queue with Agent Prioritization for more information.

What is Agent Queue Prioritization?

CallPotential’s Agent Queue Prioritization feature allows Call Center Managers to rank each agent’s priority for each queue. Inbound calls and callbacks are presented to those agents by a priority based on their assigned rank for the queue and availability (1 = prioritized first, 5 = prioritized last).

Benefits of Agent Queue Prioritization

Agent Queue Prioritization allows Storage Operators to customize communications directed to their most experienced and skilled agents to ensure the best possible customer experience. This feature helps your call center to maximize its efficiency and performance for all call center agents. For example, you’re able to funnel calls to your best-performing agents who are able to handle times with peak call volumes. Agent Queue Prioritization gives your call center the ability to selectively order and rank your call center agents at any time to achieve call performance quality, well-timed communication, and satisfied tenants.

With Agent Queue Prioritization enabled, your call center will enjoy enhanced control on call routes, reduced call wait times, and tailored call management to align call volumes with individual agent capabilities.

Agent Queue Prioritization example

Using Agent Queue Prioritization

Agent Queue Optimization is available when Creating Call Queues and Editing Call Queues. You can also update an existing queue to include Agent Prioritization.