What is Priority Routing?
Priority routing assigns different service levels to calls based on caller attributes, issue urgency, or business rules. High-priority calls—such as VIP customers, urgent issues, or high-value accounts—are moved to the front of the queue or routed to specialized agents, ensuring they receive faster, more appropriate service.
Common Priority Criteria
- Customer value — High-spend or high-value accounts
- Issue urgency — Service outages, compliance issues, emergencies
- Customer status — Enterprise accounts, government contracts
- Wait time — Escalating priority as wait time increases
- Callback requests — Honoring promised callback times
Implementing Priority Routing
Priority can be determined by:
- CRM data lookup based on caller ID
- IVR selections indicating urgency
- Account flags set by previous interactions
- DNIS (which number they called)
- AI analysis of caller intent
Serve VIPs better. Platform28's priority routing ensures your most important callers get premium service. Request a demo.
Prioritize your most important calls
Platform28's routing engine handles priority, skills, and intelligent matching.
Free consultation • No commitment required