The feature to prioritize calls that are waiting in a call queue allows greater control over 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 one 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 on the arrow ("prioritize") across from a call in order 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 call queue, in order of longest "duration".
- In SNAPmobile, the UI is similar. The caller is moved to the top of the call queue and their call is tagged as "priority".