This article discusses the how you can prioritize certain customer calls in an IVR system based on their different parameters. Specifically, it focuses on scenarios where some brands require the IVR to favor certain customers over others. The article explains how assigning priority to different paths within the IVR can ensure that customers with critical issues are given immediate attention, reducing their wait time and enhancing customer satisfaction. You can set priority in IVR using Set priority node.

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In order to add Set priority rank node, In the IVR Builder, click the New   icon on the path where you want to add and select the Set priority rank node action under system nodes.

Here is the sample configuration for set priority node-

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You can configure a priority rank from 1 to 100 for that particular path where 1 being the minimum and 100 being the highest priority.

This priority rank will be used by routing while assigning the call to the agent. Setting this will ensure that the caller doesn’t have to wait too long in the queue.

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Best Practices for IVR Priority Assignment:

1. Defining clear criteria for issue severity and priority levels

2. Regularly reviewing and updating priority paths based on changing customer needs

3. Monitoring and optimizing IVR performance to maintain high-quality customer service

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