[Dashboard] Setting priority routing rules for your IVR

Priority routing uses call history to determine the order in which calls will be distributed to your agents. 👌

This type of routing can be used to prioritize call forwarding to an agent who has already been in contact with a caller, or to balance the distribution of calls within your team by forwarding calls first to agents receiving the fewest calls.

Step 1: Access priority routing

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

Click on the IVR for which you wish to set priority routing and select the scenario to be modified:



Choose “Cascading” or “At regular intervals” mode, then check “Prioritize the antecedence”:



⚠️ Prioritization only works for distribution in cascade or “at regular intervals” - you cannot apply these rules to “simultaneous” distribution. Prioritisation precisely determines the order in which calls will be routed to your agents based on call history.

Step 2: Set routing rules

Click on the gear ⚙️ to access priority routing rules:



Choose one of the routing rules:

• The most called: will route the call first to the agent having had the most frequent contact with the caller.


• The last called: will route the call first to the agent who took the caller’s last call.


• The longest called: will route the call first to the agent having spent the most time on the phone with the caller.


• The one who received the fewest calls: will route the call first to the agent having received the fewest calls.


• The one who spent the least time in communication: will route the call first to the agent who has spent the least time on the phone.

⚠️ Rules 1, 2 and 3 can be used to prioritize call routing to agents who have already been in contact with given callers, allowing you to provide more tailored customer support, while rules 4 and 5 allow you to balance call distribution among your agents.

Step 3: Define a time period for analysis

Define the period of time to which your priority routing will apply - that is to say, the period 📅 for which call data will be analysed.

If you select, for example, “one week,” the “most called” rule will route calls to the agent having taken the most calls from the client in the past week.

✌ You can also decide if priority routing will apply to only one agent 👨‍💼 or to all agents in your routing configuration:

Only one agent

The call is routed only to the agent corresponding to the routing rule.

For example, if you choose the “longest called” rule, the incoming call will be routed only to the agent having been in communication with the caller the most.

All agents in order of antecedence

Determines the order in which the call will be routed, each time prioritizing the agent most closely corresponding to the defined rule.

For example, if you choose the “longest called” rule, the incoming call will be routed first to the agent having spent the most time on the phone with the caller; then, if they do not answer, to the agent having spent the second most time with the caller, and so on.

Now you know how to distribute your calls according to their history! 🎉

See our article 📰 Choosing Your Call Center Software