Prioritize What Matters.Route with Intelligence.Resolve with Impact.
Telvanta Priority Routing automatically identifies high-priority conversations and routes them to the most suitable agents—instantly. Reduce response time, prevent SLA breaches, and deliver exceptional support where it matters most.
- AI-powered priority detection
- Real-time escalation
- SLA & urgency based routing
- Custom priority rules
- VIP & customer value prioritization
- Better CSAT & faster resolution
- No credit card required
- 14-day free trial
- Cancel anytime
Works across every channel
Why Priority Routing Matters
Focus on what’s urgent. Deliver what customers value most.
Faster Response
High-priority tickets reach agents in seconds.
SLA Protection
Prevent SLA breaches with smart prioritization.
Better Customer Experience
Resolve urgent issues first, improve satisfaction.
Optimized Workload
Distribute critical tickets without overwhelming agents.
Business Impact
Protect revenue, retention and brand reputation.
Data-Driven Priorities
AI & analytics ensure the right priorities every time.
How Priority Routing Works
Intelligent. Automated. Impactful.
1. Capture Request
Request comes from any channel.
2. Analyze & Score
AI evaluates urgency, SLA, customer value & context.
3. Assign Priority
Ticket is given a priority level (Critical, High, Medium, Low).
4. Route Instantly
Automatically sent to the best available agent or team.
5. Resolve & Improve
Issue resolved faster, insights used to continuously refine priorities.
Priority Routing Dashboard
Priority Distribution
- Critical6%
- High16%
- Medium29%
- Low49%
Top Priority Tickets
| Ticket | Issue | Priority | SLA | Status |
|---|---|---|---|---|
| #TK-9821 | System Down | Critical | 15m | In Progress |
| #TK-9820 | Payment Failed | High | 30m | Assigned |
| #TK-9819 | Refund Request | High | 45m | In Progress |
| #TK-9818 | Invoice Issue | Medium | 2h | Open |
| #TK-9817 | General Inquiry | Low | 8h | Open |
Smart Priority Rules
Create custom rules that reflect your business needs.
- SLA Time RemainingPrioritize tickets close to SLA breach
- Customer ValueVIP & high-value customers get priority
- Issue Type & ImpactCritical issues routed first
- Channel & TimeAdjust priorities by channel or time of day
- Custom ConditionsBuild rules that fit your unique workflows
- Critical
- High
- Medium
- Low
Real Impact. Measurable Results.
45%
Faster First Response Time
35%
Reduction in SLA Breaches
2.4x
More Critical Issues Resolved Faster
30%
Increase in Agent Productivity
60+
Priority Rules Supported
90%+
Customer Satisfaction Improvement
Seamlessly Integrates With
Frequently Asked Questions
Prioritize Better. Resolve Faster. Delight Always.
Let Telvanta handle the priorities so your team can focus on what matters most.
- No credit card required
- 14-day free trial
- Cancel anytime