[Dashboard] How do you set priority routing rules?

Priority call routing uses call history to determine the order in which calls are distributed to your agents.
This type of routing can be used to prioritise call forwarding to agents having already been in contact with the caller, or to even out call distribution among your team by first routing calls to the agent having received the fewest.

1/ Priority call routing



Go to https://dashboard.ringover.com/ivrs

> Click on the IVR to which you wish to apply routing rules:



> then click on the scenario you wish to modify,

> Select "Cascade" or "At regular intervals" mode, then click "apply priority."



Call routing by priority only works in the case of call distribution in “cascade” or “at regular intervals." You cannot apply priority rules with a “simultaneous” distribution rule. Priority allows you to determine in what order you will route calls to your agents based on call history.

2/ Set priority rules




> Click on the gear-shaped icon to access priority rules



Choose one of the priority rules :



1 - The person most frequently in contact with the caller:
will first route the call to the agent with the highest number of calls from the caller

2 - The last person in contact with the caller
will first route the call to the agent who took the last call

3 - The person having spent the most time with the caller
will first route the call to the agent having spent the most time with the caller

4 - The person having received the lowest number of calls
will first route the call to the agent having received the fewest calls

5 - The person having spent the least time in communication
will first route the call to the agent having spent the least time on the phone

Rules 1, 2 and 3 can be used to prioritise call routing to agents having already been in contact with the caller, and therefore offer "tailor-made" customer support.
Rules 4 and 5 allow you to balance call distribution among your agents.

> Lastly, determine the time period for which prioritisation will apply. This is also the time period during which call data will be analysed.



If you select, for example, “one week," for “most frequently in contact with the caller,” the rule will prioritise call routing to the agent having answered the most calls from this client in the past week.

> You can also decide whether prioritisation applies to a single agent or to all the agents receiving routed calls.



Only one agent: the call will be routed only to the agent corresponding to the prioritisation rule.

For example: if you have selected "most frequently in contact with the caller," the incoming call will be routed only to this agent.

All agents, in order of priority: allows you to determine the order in which the call is routed, at each step prioritising the agent most closely matching the defined rule.

For example: if you have chosen the “most frequently in contact with the caller” rule, the incoming call will be routed first to the corresponding agent, and, if they do not answer, to the next agent having spent the most time on the phone with the caller, and so forth.

Related articles

Ready to simplify your calls?

Ask an expert Sign up