With VIP classes, you give important customers priority in the queue: at the same priority, a conversation with a higher VIP level gets its turn first. The VIP level does not change which agent receives it. How priority, VIP level and wait time work together is described in Priority and VIP.
A conversation gets its VIP class in two ways: the flow sets it with the Set VIP Class node, or one of the VIP class filters recognizes the sender when the conversation enters the queue.
VIP classes
Under Global elements › VIP classes:
| Field | Meaning |
|---|---|
| Name | required, for example “Premium customer” |
| Level | the VIP level, 0 to 99; the higher number comes first |
| Color | background color of this class’s conversations in the agents’ conversation overview |
| Description | free text |
The Phone numbers tab shows the filters that belong to this class. If you delete a class, the server also deletes its filters.
VIP class filters
Under Global elements › VIP class filters, you specify which senders belong to a VIP class:
| Field | Meaning |
|---|---|
| Name | required |
| Description | free text |
| Regular expression filter | a regular expression for the sender’s phone number or email address. If it is invalid, the field changes color and Save is locked. |
| VIP class | the class that a match gets |
| Table | one switch per skill and channel — Call, Email, Fax, Chat, Voicemail, Playback Call — for whether the filter applies there. Initially, it applies nowhere. |
The expression only has to match part of the sender. If it should match a
whole number, enclose it in ^ and $:
| Expression | Matches |
|---|---|
^\+4989 |
all phone numbers from Munich |
^\+49891234567$ |
exactly this phone number |
@example\.com$ |
all addresses of this domain |
How a phone number arrives at the server — with +49 or with a leading 0 —
depends on the phone system. Check in the conversation overview before you
write a filter. If several filters match, the first match applies. Create a
VIP class and a skill first; otherwise no filter can be saved.
The VIP classes entry in the navigation pane is visible to anyone who has the VIP class filters permission; they may change the classes with VIP class configuration.