Event priorities determine exactly how schedule activities interact and layer on top of one another within a schedule. When multiple activities overlap during an agent's shift, the priority rank dictates which event takes precedence for tracking, reporting, and adherence metrics.
Work is typically the lowest priority, meaning it is the base and all other events are on top of it in order of importance. The default work type is present at the time of installation; other priorities are typically created during onboarding / training.
Think of priorities as a block of Legos. Looking at a stack of Legos from the side you can see them all, but if you view it from above, all you see are the Legos on the top layer – the ones with the highest priority. Out of office is usually the second highest priority, and lunch is usually the highest priority because it’s unpaid. If you want people to be in a meeting and disregard their break, the meeting would be higher priority. If planned/paid time off (PTO) is on a schedule, it goes above breaks, meetings, work, training, then lunch goes on top of that so when you run a utilization or labor cost report, the system accurately reflects only the actual hours of paid time off taken, without erroneously calculating the unpaid lunch.
A typical set of priorities might look like this:
| Priority | Event Type | Notes |
|---|---|---|
| 1 | Default Work | The base layer of the schedule; lowest priority. |
| 25 | Secondary Work | Used for alternate queues, special projects, or back-office tasks. |
| 100 | Breaks | Standard short rest periods (typically paid). |
| 200 | Meetings & Trainings | Group activities, coaching sessions, and educational modules. |
| 300 | Off-Site / Exceptions | Vacation, jury duty, planned PTO, and unplanned sick time. |
| 900 | Lunch (Unpaid) | Highest priority to ensure unpaid time is accurately carved out of all metrics. |
Creating event priorities
- Go to Settings > Application settings > Event type settings > Event priorities
- Select Click here to create a new event priority.
- Assign a number to the priority. This must be a unique number between 1 and 999.
- Give the priority a friendly name (required description).
- Click Save.
Assigning event priorities
When creating event types, select the event priority in Step 1: Event type properties.
Viewing event priorities
To view priorities, right click on a schedule and select Show layered schedule view.
Extra Credit
Why can't I delete an event priority?
If an event priority is assigned to an event type, you cannot delete it. Event priorities not assigned to an event type will have a Delete button.