Queue Priority and Escalation

Description

Assigns priority scores to queued contacts and escalates contacts that exceed configurable wait-time thresholds. Priority can be set statically (by channel or segment) or dynamically updated based on real-time events such as VIP recognition.

Canonical use case

An insurance provider automatically escalates a claim call to priority status after it has waited more than two minutes, reducing churn risk for high-value policyholders.