{"id":1368,"date":"2024-08-19T17:36:04","date_gmt":"2024-08-19T17:36:04","guid":{"rendered":"https:\/\/support.smartcitytelecom.com\/?post_type=ht_kb&#038;p=1368"},"modified":"2024-08-19T17:37:09","modified_gmt":"2024-08-19T17:37:09","slug":"prioritize-calls-waiting-in-queues","status":"publish","type":"ht_kb","link":"https:\/\/smartcitynetworks.com\/hvsupport\/article\/prioritize-calls-waiting-in-queues\/","title":{"rendered":"Prioritize Calls Waiting in Queues"},"content":{"rendered":"\n<p>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 &#8220;longest in the queue&#8221; first.&nbsp;<\/p>\n\n\n\n<p>From the scope of a Call Center Supervisor, click the arrow \u201cPrioritize\u201d across from a call&nbsp; to move the call to the top of the list. Call Center Agents cannot prioritize calls.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"433\" height=\"311\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_1.png\" alt=\"\" class=\"wp-image-1369\" style=\"width:434px;height:auto\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_1.png 433w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_1-300x215.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_1-50x36.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_1-60x43.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_1-100x72.png 100w\" sizes=\"auto, (max-width: 433px) 100vw, 433px\" \/><\/figure>\n\n\n\n<p>The caller will move to the top of the call queue list.\u00a0 Their <strong>Status<\/strong> will now have a \u201cpriority\u201d tag.\u00a0 All priority calls move to the top of the queue, in order of longest \u201cDuration\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"393\" height=\"273\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_2.png\" alt=\"\" class=\"wp-image-1370\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_2.png 393w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_2-300x208.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_2-50x35.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_2-60x42.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_2-100x69.png 100w\" sizes=\"auto, (max-width: 393px) 100vw, 393px\" \/><\/figure>\n\n\n\n<p>In the Smart City Connect mobile application, the UI is similar.\u00a0 The caller is moved to the top of the call queue and their call is tagged as \u201cPriority\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"297\" height=\"322\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_3.png\" alt=\"\" class=\"wp-image-1371\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_3.png 297w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_3-277x300.png 277w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_3-46x50.png 46w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_3-55x60.png 55w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/q_3-92x100.png 92w\" sizes=\"auto, (max-width: 297px) 100vw, 297px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[25,64],"ht-kb-tag":[478,146],"class_list":["post-1368","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-call-center-user-guide","ht_kb_category-call-queues","ht_kb_tag-prioritize-calls","ht_kb_tag-queues"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Prioritize Calls Waiting in Queues - Smart City Networks Support<\/title>\n<meta name=\"description\" content=\"Prioritize Calls Waiting in Queues by prioritize calls that are waiting in a call queue allows better control how calls are being received.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/prioritize-calls-waiting-in-queues\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Prioritize Calls Waiting in Queues - 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