Call Urgencies

Call urgencies refer to the ability to define a set time period for volunteers to return a call by labeling calls by your organization's custom urgency levels, for instance, Urgent, Important, Routine.

Where do I find it?

You can find the Call Urgencies page by going to Features > Calls and clicking on the Urgencies button.


Click here for information on permissions

The following actions are available for Call Urgencies with the specified service and user roles:

Action

Description

Services

User Roles

View

Able to view the Call Urgencies

Data Management
Web Site

Calls Admin
Calls Operator

Edit

Able to change the Call Urgencies

Data Management
Web Site

Calls Admin


Urgencies show the expected response time for associated Calls to help volunteers follow up on issues in a timely manner. You can assign ages or time frames for each call priority.

The default configuration for the Call Urgencies is:

  • Critical: 24 hours

  • Urgent: 48 hours

  • Important: 72 hours

  • Routine: 144 hours

Volunteers can use these guidelines in determining the order in which they return calls. For instance, the Critical calls would be returned first.

You can edit these urgencies by clicking the edit icon next to any of the listed urgency levels in the call Call Urgencies list.


From there, you can change the response time for that urgency. You can also edit an urgency by clicking the name from the list, then clicking the Edit button.