Prioritization

Prioritization

Priority Settings

Priority can be configured at the customer bucket level within the admin panel.

Importing Priority Data

Priority scores and first call times are imported via Excel or API into the corresponding customer information fields.

How Priority Works

• Customers with a first call time will be on hold until the specified time has passed.
• Customers with a priority score are called in descending order of their score—higher scores indicate higher priority.

Scope of Priority

Priority scores impact customers in all states, including unworked, ongoing, and those with scheduled events or callbacks.

General Priority Order

• Bucket Priority: Defined at the bucket level.
• Bucket Balance: Balancing rules (e.g., 0/100, 25/75, 50/50).
• Customer Priority Score: Applied individually to prioritize calls within a bucket.

• As a base personal bookings and callbacks have higher priority than common customers in the customer bucket
• Project scheduler can be used to enable/disable bucket or projects in production.