Priority-Based Call Blending for Outbound Calls
Updated
In many contact centers, the same agents manage multiple call types. Earlier, outbound dialers operated strictly on campaign logic, where outbound calls had a fixed system-defined priority and retries competed equally with fresh calls. There was no control over how these calls were balanced against inbound or callback traffic, often leading to situations where less critical calls delayed urgent ones, and call order depended on which dialer pushed work first.Priority-Based Call Blending prioritizes different call types, such as inbound calls, outbound campaign calls, and callbacks so agents consistently handle the most important interactions first.
With Priority-Based Call Blending, outbound call priority can be configured, and the system follows the defined priorities across inbound, outbound, and callbacks. Retry priorities can be configured based on operational requirements, allowing users to increase, decrease, or redefine the priority inherited from the original call. All call types (with outbound campaign support currently limited to Preview Dialers) now flow through a unified decision point where each call has a clear priority, ensuring the system always assigns the next best call to route. Retries can be promoted or deprioritized as required.
Priority-based call blending helps ensure that the most important calls are handled first. Urgent inbound calls are prioritized over routine outbound retries, reducing the chances of SLA breaches. High-priority campaign calls can reach the right agents without requiring manual intervention or queue adjustments. Retry attempts no longer overwhelm fresh leads, as their priority can be increased, reduced, or kept unchanged based on business needs. With clearly defined priorities across all call types, blended teams no longer need to manually decide which calls should be handled first—the system automatically routes calls according to the configured priority rules.
Unified Priority-Based Call Blending Architecture
Three call sources—inbound calls, scheduled callbacks, and outbound campaigns—feed into the system.
All the three calls, Inbound, Outbound, and Callbacks go directly into a unified work queue.
All calls in the queue are combined and prioritized together.
The system selects the next call based on priority, required skills, and agent capacity.
Agents receive calls from this queue, ensuring efficient and balanced distribution of work.
To keep inbound calls and callbacks responsive, the system limits how many outbound calls can wait in the queue at any time. The limit scales with the number of agents present in that work, so larger teams get larger queues. Outbound calls beyond the limit are held by the dialer and pushed into the queue as capacity frees up — no calls are lost, and no inbound or callback is starved by an aggressive outbound campaign.
This approach ensures controlled call flow, better prioritization, and improved agent utilization.
Core Mechanism of Priority-Based Call Blending
Configurable Outbound Call Priority
A dedicated Call Priority field is available in Dialer Advanced Settings (applicable to Preview Dialer within Outbound campaigns, for Callbacks the priority is taken as an input in the schedule callback node). Higher numeric values indicate higher priority. Each outbound call is tagged with this value, allowing it to be evaluated alongside inbound and callback present in the queue (for example, a priority 100 outbound call can take precedence over a priority 90 inbound call).Configurable Retry Priority Adjustment
Retry attempts inherit the priority of the original call but can be adjusted at the retry level—either increased, decreased, or left unchanged. This ensures retry logic does not dominate the queue or delay new outbound leads and incoming calls. For further details, see Advanced Retry Strategy.Work Queue–Based Outbound Handling
All calls across your operation, including inbound calls, outbound campaign calls, and callbacks are routed into a single prioritized queue. Each call is assigned a priority value: inbound calls and callbacks receive their priority from the IVR configuration, while outbound calls use the priority configured in the dialer settings. Retry attempts inherit the original call’s priority and can also be adjusted based on operational requirements. When an agent becomes available, the system automatically selects the highest-priority call that matches the agent’s skills and capacity. This ensures that the most critical interactions are always handled first, regardless of the source of the call.
Configuring Call Priority on Outbound Dialer
Perform the following steps to configure priority based call blending.
Click the New Tab icon. Under the Sprinklr Service tab, click Voice Care within Listen.
On the left panel of the Voice Settings screen, click Dialer Profiles.
On the Dialer Profiles screen, click + Add Dialers on the top right corner.
The Dialer Details screen is displayed.
Select Preview from the Dialer Type drop down list to initiate agent-first dialing. For further details on Preview Dialer, see Preview Dialers.
Enter rest of the required details and click on the Advanced Settings screen.
On the Advanced Settings screen, enter the Call Priority.
Enter the required details on the Advance Settings screen and click Save.
