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How Customers are prioritized with People Match

To determine how Customers are prioritized and routed to the next available Agent, People Match considers two factors:

  1. Scenario (like those described above)
  2. Relative importance (like a flight canceled today vs. a flight that’s in a month)

You create these scenarios and include their relative importance through a Rules-like UI called Priority Boost, where you can set criteria for prioritizing Customer requests and their Boost Size. Use the graphic below to explore a Priority Boost in Gladly:

Priority Boosts

In order to get a Customer the help they need, People Match uses a points-based system called Priority Boosts to prioritize Customer requests. Priority Boosts looks at the scenario of the Customer, and if that Customer meets certain criteria, points are added to the request.

The Priority Boost system is based on the following point sizes:

  • Small = 1 point
  • Medium = 3 points
  • Large = 5 points
  • Very Large = 10 points

With any Conversation, multiple scenarios that meet Priority Boost criteria can be met. This means points can accumulate and further boost a Customer’s priority to be routed to the next available Agent.

Example: People Match Scenario

Let’s look at an example below for a Customer chatting in because their flight was canceled.

CriteriaBoostIs the Criteria met?
Long Wait for ChatMedium (3 Points)Yes = 3 Points
Canceled FlightVery Large (10 Points)Yes = 10 Points
Frequent Flyer PlatinumLarge (5 Points)No = 0 Points
Frequent Flyer BronzeLow (1 Point)Yes = 1 Point
Million Miles ClubMedium (3 Points)No = 0 Points
Total14

Q: When should I use a Very Large boost?

The Very Large boost is best used for requests that have a severe situation or emergency. The Very Large boost helps escalate critical issues toward the top of the queue.

Due dates are used as a tie-breaker
Even without setting up a Due Date boost, normal due dates (by SLA) are used to break ties when two Customers have the same score or no score.

See how Priority Boosts work:

Q: What if Customer scores are tied?

If a Customer has no score or if two Customers have the same score, then they are evaluated and prioritized based on the Conversation SLA/due date.

How to approach time-based boosts

Expect that some Customers may not meet any boost criteria. So ask yourself, “What’s the appropriate wait time for Customers without qualifying boosts until that becomes a reason in itself to boost them?” The answer to that question may vary by Channel. Let’s start by looking at the examples below:

Example (Due Date)

Imagine that your company prioritizes routing Customers based on their loyalty tier and the issue they’re reaching out about.

  • If your chat SLA is five minutes, but if a Customer has been waiting for 15 minutes — 10 minutes over the SLA — you may need to give them a Medium Boost Size because 15 minutes is a long time to wait for chat. This allows you to boost Customers solely based on wait time effectively.