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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.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing