How to Set Task Priority — IVR, Labels & Studio

Set Task Priority for IVR, Customer Labels, and Conversation Studio

Audience: IVR developers, Conversation Studio flow designers, and supervisors.

Related pages: Task Priority | Priority Routing | Default Flows

Overview

Task priority decides how quickly a customer request moves through the agent queue. Use it to make urgent or high-value requests easier to pick up first, while keeping normal traffic on the default FIFO behavior.

1. IVR / Voice

When to use it

Use IVR priority for inbound voice calls where the customer requests an agent, such as pressing 0, or for any voice handoff that needs to enter queue routing with a defined urgency.

Where to set priority

Required additionalDetail fields

Resource example

"resource": {
  "type": "ID",
  "value": "6172426726c3762d4f5f68fe"
}

You can also route by name using "type": "NAME" and "value": "Sales Queue".

If mode = "QUEUE" and resource is omitted, the channel default queue is used.

Example: full CIM payload

{
  "header": {
    "intent": "ASSIGN_RESOURCE_REQUESTED",
    "channelData": {
      "channelCustomerIdentifier": "1701",
      "serviceIdentifier": "<service-id>"
    }
  },
  "body": {
    "type": "ASSIGN_RESOURCE_REQUESTED",
    "additionalDetail": {
      "callId": "call-abc-123",
      "mode": "QUEUE",
      "direction": "INBOUND",
      "resource": {
        "type": "ID",
        "value": "6172426726c3762d4f5f68fe"
      },
      "priority": 7,
      "offerToAgent": true,
      "metadata": {
        "uuid": "freeswitch-uuid",
        "eslHost": "192.168.1.161"
      }
    }
  }
}

IVR developer checklist

• Set priority in body.additionalDetail.

• Include callId, mode, and direction.

• Use priority values from 1–10 only.

• Make sure the Voice Connector posts ASSIGN_RESOURCE_REQUESTED to CCM.

2. Customer Labels

When to use it

Use customer labels when priority should come from the customer segment, such as Premium or Gold customers, instead of being hardcoded in the IVR.

One-time setup

1. Create customer labels in Agent Desk. See the Supervisor Guide → Customer Labels.

2. Set a priority from 1–10 on each label.

3. Agents assign labels to customers during interactions.

Example label configuration

abels can be strings or objects with a name property (case-insensitive).

Interaction with IVR priority

The Set Priority node uses both sources:

• Starts from IVR/channel priority if provided; otherwise 1

• Label priority is then applied per Priority Routing rules

No IVR config needed for label-based priority — works automatically when labels are configured and assigned.

Reference docs:

• Priority Routing

• Set Priority node

3. Conversation Studio

When to use

Any agent-routing scenario: chat handoff, voice FIND_AGENT, callback reroute, custom business rules.

Default Find Agent Subflow

Standard deployment uses this sequence:

Open in Studio: https://<FQDN>/conversation-studio/ → Find Agent Subflow

See also: Default Flows §16 Find Agent

Screenshots (from Default Flows)

Embed or link to these existing figures on Default Flows §17:

Tip: Open Default Flows, click each figure, and use Copy or Excerpt Include to embed images on this page.

Final step — Dispatch Find Agent

Sends FIND_AGENT action to Conversation Manager:

{
  "priority": 7,
  "type": "ID",
  "queue": "6172426726c3762d4f5f68fe",
  "offerToAgent": false,
  "lastAgentId": null,
  "requestType": {
    "direction": "INBOUND",
    "mode": "QUEUE"
  }
}

The priority field is what the Routing Engine uses.

Node doc: Dispatch Find Agent

Comparison