Overview
As contact center environments become increasingly omnichannel and agents handle multiple conversations concurrently, knowing which customer to help first is critical. The Priority Level Indicator in the Conversations app provides real-time visibility into the urgency of each interaction, helping agents effectively manage their workflows and address high-priority requests faster. As a result, supervisors can better maintain consistent Service Level Agreement (SLA) performance.
With this feature, priority levels assigned to Voice and Digital interactions routed through Talkdesk Studio™ are visible directly inside the Conversations panel, offering a standardized view across workspaces.
Understanding the Priority Level Indicator
Talkdesk Studio assigns a priority level to incoming Voice and Digital interactions based on admin-defined flows and business rules. This assignment happens automatically as interactions are routed, before they reach an agent.
Agents view incoming interactions in the active workspace of the Conversations panel. Each interaction card displays a clear priority level marker, so agents can identify urgency at a glance without opening each conversation individually.
This visibility lets agents proactively manage their workloads and resolve high-value or critical interactions first, supporting consistent SLA performance across the team.
The same priority indicators also appear in the Inbox tab. Because the indicators are fully aligned between the Conversations panel and the Inbox tab, urgency stays standardized across an agent's primary workflows.
How to set it up on Studio:
1. Go to Studio [1] and select the flow from which calls are routed by priority level, or create a new flow.
2. Locate or add the “Assign and Dial” component [2].
3. Select the Preferences tab [3] and scroll to the "Priority" section.
4. Set the priority level and click Save [4].
How to set it up in Admin:
1. Go to Admin [1] and select Channels [2]:
2. Select the Global settings tab [3] and scroll to the "Priority" section. Click Edit [4].
3. Select the display style, "Number" or "Icons," and set the priority levels [5].
Key Features
- Real-Time Priority Visibility: Displays a priority marker directly on each interaction card in the Conversations panel.
- Cross-Channel Support: Applies to both Voice and Digital interactions routed through Talkdesk Studio.
Use Cases
- Managing high interaction volume: Agents handling multiple concurrent conversations use the indicator to identify which customer needs attention first.
- Maintaining SLA performance: Teams rely on standardized priority visibility to resolve high-value or critical interactions before lower-priority ones.