Records can be assigned a priority to determine the order in which they are presented to the agent. By default, all calls are assigned a priority of zero i.e., the lowest priority. 100 is the highest priority that can be assigned to a record.
Rescheduled calls are presented first. If any have been specifically assigned to the agent, these will be presented before any others.
Descending priority i.e. not by reschedule time etc.
If records are the same priority, it will then order by name.
If records have the same name it will order by outbound id.
You can mass update the priority of the calls in your call list by any field in your script. Whilst you cannot import call lists with a priority, if you include a means of identifying the priority of the calls in your import data source, you can map this to a hidden field and then use this feature to prioritise your calls accordingly.
Prioritise by
Whilst this list will show all fields in the script that the campaign and call list is associated with, you should choose a field that you have mapped to your call list when Setting up your Outbound Template
You can prioritise by date, number, or text (alphanumeric) fields. It is worth considering this at script design level. if, for example, you are importing a list of customers whose insurance is up for renewal over the course of the next year, You could prioritise by this date field resulting in those whose policy is up soonest, gets called first. You do not have to display the field in your script, so you could use a hidden field in your script specifically to take a value for use in prioritisation, which could then be included when mapping your script fields in the Outbound Template.
Specify the order by which you want the records prioritised. If, as in the example above, you are using a renewal date, you would set it to ascending, so as the date is further away from the current date, the priority is lessened.
