Priority Management

The priority management module focuses on prioritizing chats based on parameters such as the asset on which they are created or the teams and skills mapped to them.

With priority management, a value can be used to order the chats in the team’s queue and to define the order of the chats’ auto-assignment from the queue to the agents.

Since the initial entry point for any chat into the Omnichannel platform is the asset on which the chat is created, an admin can attach a default priority to the asset so that all the chats created on that specific asset can inherit the asset priority as the initial priority.

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Note

Please note that this module is currently in beta. Enabling priority management selectively on some assets, particularly when assets are shared across teams, might result in a lack of supply for the chats that are under assets in which this feature is not enabled.
Please contact your Customer Support Representative or Account Manager if you need help understanding the impact of this feature on your teams and assets.

Chats entering the queue at a particular priority can also be escalated or moved up the queue by defining auto-escalation rules that can be triggered after a stipulated time elapses. Chat priorities can also be manually escalated by a team manager.

Priority and escalation indicators will be displayed in the team’s queue and in an agent’s “My Chats” section, to ensure they are dealt with accordingly.

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Notes

  • New chats will be auto-assigned based on the priority only when the team level “chat assignment” setting (Team manager>>Settings>>Case Settings) is set to “Auto Assign to Agents”. In this case, chats with higher priority will be assigned before those with a lower or undefined priority. If multiple chats with the same priority are in the queue, the longest waiting chat will be assigned first.
  • Rules defined under Intelligent routing do not support overriding the priority set at an asset level while assigning chats to the specified team/skill/agent.*

Defining Priorities

A total of 9 priority levels are available in the system, ranging from P1 (Priority-1) to P9 (Priority-9) with P9 being the lowest and P1 being the highest.

An admin can define custom names and custom color codes for the listed priorities but is not allowed to delete or disable a particular priority level.

Defining a Priority

  1. In the Admin Console, select Settings [1].
  2. Select Priority Management [2].
  3. Choose a name [3] and color [4] for the priorities.
  4. Click Save Changes at the bottom of the page.

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Note

Across the platform, the static priority names (P1, P2…) will be displayed with their respective color codes by default. The custom name will be displayed upon hovering over the priority label.

Configuring Priority Levels

Once the asset has been added, it is possible to assign it a priority:

  1. In the Admin Console, select Assets [1].
  2. Click on Channel Assets [2].
  3. If you wish to assign a default priority to a single asset, click on the Set Priority button under “Action” [3].
  4. If instead, you wish to assign a default priority to multiple assets, select the channel in the top bar [4], then select the various assets by ticking the boxes [5] and click the Assign Priority button (available only on individual channel tabs but not on the “All” tab) [6].
  1. In both cases, a pop-up will be displayed where you can configure the priority and the auto-escalation rules:
  1. Select the initial priority level for the auto-escalation [7].
  2. Tick the “Configure Auto Escalation Rule” box [8].
  3. The priority level displayed under “Auto Escalate From” shows the value selected initially and the “Auto Escalate To” will display the next higher priority level to which the message will escalate. Add the escalation timeout time [9] and select minutes or hours from the dropdown [10].
  4. If desired, click Add Another Auto Escalation Rule [11] and repeat the process.
  5. If you wish to remove an escalation rule, click the “X” button under “Action” [12].
  6. When finished, click Apply [13].

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Note

  • All existing and new assets created will not have a priority configured against them; admins will need to assign priority for all new assets manually.
  • If no priority is assigned to a channel asset, the asset will be considered as an unprioritized asset and all chats mapped to these assets will have lower priorities than those that are mapped to prioritized assets.
  • If the assets have existing priority configurations, the priority will be displayed on the “Channel Assets” page under the “Priority” column and auto-escalation rules can be accessed by clicking on the information icon next to the priority.
  • For chats that are re-opened or activated from on-hold statuses, transfer to other teams/agents will automatically apply the previous priority of the chat.
  • Priority management is currently not available for API channel assets or chat engine teams.

Priority Configuration for Livechat

Since Livechat channel assets allow multiple websites to be mapped under a single channel asset, admins can configure independent priorities for each website.

When the “Set Priority” button is selected for a Livechat channel asset, the “Priority Configuration” pop-up shows a list of websites, so that priorities and auto-escalation settings can be configured independently for each website: