Prioritize Calls Waiting in Queues
Learn how to better manage incoming calls and optimize wait times for callers in your queues by prioritizing queue calls.
Written by Adrian Angwenyi
Updated at May 2nd, 2023
Table of Contents
Scope: This feature is only available to users with a user scope of Call Center Supervisor or higher.
Call Center Agents cannot prioritize calls.
Note: The ability to prioritize calls that are waiting in queues was introduced in Stratus V43.
Prioritizing calls that are waiting in a call queue allows greater control over how calls are being received in the call center. When a call is prioritized, it is sent to the top of the queue to be dispatched to the next available agent.
In the case of multiple prioritized calls, the calls will all move to the top of the queue in the order of "longest in the queue" first.
Implementation
From the scope of a Call Center Supervisor or higher, click on the Prioritize 
button across from a call to move the call to the top of the list.
✔ The caller will move to the top of the call queue list. Their Status will now have a "priority" tag. All priority calls move to the top of the call queue, in order of longest "duration".
Quick Tip: In StratusWEB PHONE, the UI is similar.
Pressing the arrow button will tag the call as “priority” and then move the caller to the top of the call queue:
