Priority Rank is a numerical value (ranging from 1 to 100) that determines the order in which cases or messages are assigned. It enables customer care teams to manage and prioritize assignments using tools like Rules, Macros, Work Queue, IVR, Voicebot, and the Rule Engine. While priority rank helps in structuring the workflow by ensuring urgent cases are handled first, it does not directly impact the assignment itself.

Priority, on the other hand, is solely a visual indicator used to identify the severity of a case based on business needs. It plays no role in sorting or assigning cases. Instead, it helps teams categorize cases as Low, Medium, or High, providing clarity on urgency but without influencing the order in which cases are processed.

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Difference Between Priority and Priority Rank

The Workflow for Priority Ranking

Priority rank can be used to modify the order of messages or case assignments when assignments are made through a queue (for messages). When both priority rank and work sorting order as defined in Queue are used for sorting, priority rank takes precedence. If two cases have the same priority rank, they are then sorted by the work sorting order of the queue. This means that priority rank is the primary factor in sorting, followed by the order in which cases were added to the work queue.

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The​ ​trigger​ ​runs​ ​on​ ​the​ ​waiting​ ​queue​ ​and​ ​assigns​ ​the​ ​message/case​ ​based​ ​on​ ​defined conditions.

Configuring Case Priority

Configuration​ ​has​ ​four components​ ​-

• Assigning​ ​priority​ ​to​ ​messages/cases​ ​using​ ​rules.

• Assigning​ ​priority​ ​to​ ​messages/cases​ ​using​ ​macros.

• Assigning priority through Conversational AI.

• Assigning priority through IVR.

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Assigning​ ​Priority​ ​to​ ​Messages or Cases​ ​Using​ ​Rules

For​ ​cases,​ ​action​ ​to​ ​set​ ​the message's priority​ ​is​ ​available​ ​in​ ​Inbound​ ​, Queue​ ​, and​ ​case update​ ​rules.​

1. Click the New Tab icon. Within Platform Modules, click Rule Engine within Collaborate.

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2. Click Create New Rule in the top right corner. Click Next.

   1. Under Actions To "Universal Case". Choose Priority and set it by selecting from Low, Medium, or High. This value acts as a custom field, indicating how important the particular case is. Priority is based on use cases, different intents tagged to a case, or the channels through which the case is received. Once the priority basis is established, configure it in the rule. After this, the priority will be set accordingly.

3. Click on + Add Another Action and choose Priority Rank as the action. Set the value between 1 to 100. Priority rank determines the order of assignment—the higher the priority rank, the higher the priority for the case to be assigned. You can set values from 1 to 100.

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Assigning​ ​Priority​ ​to​ ​Messages or Cases​ ​Using​ ​Macros

1. Click the New Tab icon. Within Platform Modules, click Macro within Collaborate.

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2. Click on Create Macro from the top right corner.

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3. Add basic information like the Name of the macro and select Apply Macro On.

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4. In the Set Actions section, choose Case Priority Rank as the action and set the desired value. Using this action, the priority rank will be assigned to the case. Every time you run this macro, the set priority rank will be applied to the case.

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5. Click +Add Action, choose Priority (case property) and set the value of it as high, low, or medium.

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Assigning priority through Conversational AI

1. Click the New Tab icon. Under the Sprinklr Service tab, select Conversational AI within Resolve.

2. In the Conversational AI window, from the left pane, click on Dialogue Tree.

   

3. Click on the Edit icon corresponding to the specific Dialogue Tree.

4. Under Trigger Filter, click on the Plus (+) Icon and choose Update Properties.

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5. In Update Properties, enter the Name of the Node.

6. Under Select/Create Fields to Update Their Values, select Variable as Priority. This will act as the priority rank and determine the assignment order.

7. In Select Operation, choose Set.

8. Enter a priority value between 1 and 100.

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9. Click Save.

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Assigning priority through IVR

1. Click the New Tab icon. Under the Sprinklr Service tab, select Voice IVR within Resolve.

2. Hover over the options corresponding to an IVR and click on Edit.

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3. Click on Add Element and select Set Priority Rank.

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4. Enter a priority value between 1 to 100 to set the priority for voice calls.

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5. Click Save.

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Configuring through Work Queue in Unified Routing

When both priority and work sorting order as defined in Queue are used for sorting, priority rank takes precedence. If two cases have the same priority rank, they are then sorted by the work sorting order of the queue. This means that priority rank is the primary factor in sorting, followed by the order in which cases were added to the work queue.

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1. Click the New Tab icon. Within the Sprinklr Service tab, click Unified Routing under Routing.

2. From the left side pane, select Queues.

3. Click Add Work Queue in the top right corner.

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4. Enter the Queue Name and provide a Description.

5. In the Sort Works By field select how incoming cases should be assigned. You can choose between Work Creation Time or Work Queue Assignment Time to prioritize case assignments. This would be used to sort the inflow and assign work based on the selected value. Example: Sort by Work creation time would assign the oldest work first. (Default Value = Work Creation Time).

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