The feature to prioritize calls that are waiting in a call queue allows greater control in how calls are being received. When a call is prioritized, it is sent to the top of the queue, and it will be the next to be dispatched to a call center 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.
From the scope of a Call Center Supervisor, click the arrow “Prioritize” across from a call to move the call to the top of the list. Call Center Agents cannot prioritize calls.
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 queue, in order of longest “Duration”.
In the Smart City Connect mobile application, the UI is similar. The caller is moved to the top of the call queue and their call is tagged as “Priority”.
