Spotter Scenario: Set a Custom Priority for New Calls

Use the "Set a custom priority for new calls" Spotter Scenario to set the priority score on new calls once they enter a queue. You can add more conditions and resulting actions to further customize this Scenario. 
Default priority scores:
New calls receive a default priority score of 0 when they enter a queue, except in the following situations: 
  • Queue Priority: If the Queue Priority is set to "High" in the queue's General Settings, the call receives a default priority score of 50. 
  • Created via API: If the call was created with a "High" priority via API, its default priority score is 50. 
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions. 

To activate this Scenario:

  1. Click the Spotter icon  in the side panel on the left.
  2. Click the Pre-Made Scenarios tab at the bottom to expand it.
  3. Select the Set a custom priority for new calls Scenario.
  1. Set the If condition that must be met before the Then actions are triggered: 
    1. Click types next to Call type matches any of these.
    2. Select the relevant call type(s) and click the checkmark .
      • Inbound: Trigger the Then action(s) when a new inbound call enters a queue. 
      • Callback: Trigger the Then action(s) when the status of a new callback changes to "In Queue".
  1. (Optional) Click + Add a call based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:
6.  Click number and enter the priority score that will be set on calls that meet the If condition. 
Note:
Calls with higher priority scores are routed to agents ahead of other calls in the queue. The highest priority score is 100 and the lowest is 0. 
7.  (Optional) Click + Add Action and select another Then action that will occur:
Tip:
Repeat step 7 above to add more Then actions. 
8.  Click Save & Activate.

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