How Engage Assigns Ticket Priority
Engage uses a priority-based ranking system to ensure agents work on the most important tickets first.
Priority Categories (RPCS)
- Risk – Customer is raising a serious concern (e.g., legal threats, public complaints).
Purchase – A sales opportunity (e.g., a customer expressing interest in a product).- Cancel – A customer is at risk of churning (e.g., threatening to cancel a service).
- Service – A customer needs assistance or information.
- Low – Non-urgent messages that don’t require an immediate response.
How Prioritisation Works
- Higher priority tickets (Risk, Purchase, Cancel) appear higher in the queue.
- Mentions with an SLA expiry will be prioritised.
- Agents receive tickets based on their assigned queues and roles.