Spotter Scenario: Set a Custom Priority for Transferred Calls

Use the "Set a custom priority for transferred calls" Spotter Scenario to set the priority score on calls that get "cold transferred" to queues. You can add more conditions and resulting actions to further customize this Scenario. 
Notes:
  • Calls receive a default priority score of 0 when they are transferred to a queue, except in the following situation: If the Queue Priority is set to "High" in the General Settings of the queue the call is transferred to, the call receives a default priority score of 50. 
  • 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. 
  • This Scenario does not apply to calls in which an agent was added to the call, or calls that were "warm transferred" with the Transfer & Stay option. 
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 transferred calls Scenario.
  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:
5.  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. 
6.  (Optional) Click + Add Action and select another Then action that will occur:
Tip:
Repeat step 6 above to add more Then actions. 
7.  Click Save & Activate.

Related Articles

Insights

About Call Priority Scores

Call priority scores allow you to automatically route calls by order of importance to optimize your team's workflows and increase caller satisfaction. Each call receives a priority score based on the priority o

2 min read
Read Article

Managing Calls

Transferring Your Call to a Queue

Transfer your call when you need to get it to another queue or talk with an agent from another queue. While transferring, you can choose to stay on the call to speak with the other agent (known as a warm transf

4 min read
Read Article

Getting Started with Your Call Center

Automatic Call Routing in Your Call Center

Call tickets (calls in your call center) automatically route to agents that qualify to receive them. Several factors determine the order in which calls route to agents and which agents receive them. Calls wait

2 min read
Read Article

Using Spotter to Automate Tasks

Using Spotter to Automate Tasks

Use Spotter to automate the tedious tasks that need to be done when common support scenarios occur. Spotter tracks real-time events across your entire support platform, then performs specified actions. Choose f

6 min read
Read Article