⭐ Set a Priority for a Call Queue
The Priority Queue feature allows you to assign a weight to each call queue. The system factors in both the initial agent weight as well as the arrival queue time. When agents are assigned to multiple queues, the system will compare the weights of queues and automatically move calls to the higher priority queue to be handled, reducing waiting time for VIP callers while ensuring that all callers are treated in a faster time.
Scenario
An agent simultaneously services for two queues (e.g. Support-VIP and Support), both of which have been assigned a weight. If the current queue has priority weight 2, all calls will be first submitted to the calls coming from the higher priority queue Support-VIP, ensuring that VIP callers receive a faster response.
Procedure
- Log in to the PBX web portal, go to Call Features > Queue.
- Click Edit beside a queue, then go to the Preferences tab.
- In the Queue Priority section, configure the priority weight:
| Setting | Description |
|---|---|
| Weight | Assign an initial weight to the call queue. In the case with higher weight, the queue will receive a higher priority. |
| Acceleration | Set an acceleration value to dynamically adjust priority to queues, assign an increased weight from the queue with higher agents' activities. |
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Set the weight from 1 to 10 (1 is the lowest, and 10 is the highest).
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Configure the Acceleration setting addressing the weight multiplier for every additional second a call waits in the queue:
Queue Weight = Weight + (Waiting Time / Acceleration)- Click Save.
Result
When an agent is logged in to multiple queues and there are calls waiting in more than one queue, the system automatically calculates and compares the queue weight for each call and routes the call in the higher-priority queue to the agent first.
Example
We provide an example to help you understand queue priority based on weight:
Agent Leo Bal is assigned to two support queues, Support-VIP and Support. The queue weight settings for these agents are shown below:
- Calls in Queue:
- Call-1 enters the Support-VIP queue, and Call-2 enters the Support queue simultaneously.
- In this case, the queue weight of Support-VIP (2) is greater than that of Support (1). Therefore, Call-1 will be answered first, while Call-2 keeps waiting in the queue.
- When Call-3 Enters:
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Call-3 enters the Support queue when Call-2 in the Support queue has been waiting for 120 seconds.
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In this case, the queue weight for Support-VIP remains 2, while the queue weight of the Support queue is calculated as:
(1 + (Waiting Time / Acceleration) = 1 + (120 / 60) = 3- So the Support queue (3) is now greater than that of Support-VIP (2), and Call-2 will be the answered next after the agent completes the ongoing call.