to assign calls to agents and or queues based a specific prioritization scheme the slo prioritization scheme is discussed in greater detail below each queue is preferably assigned a different type of call such as telephone call email or a chat message the type of call can be further broken down based on the reason for the call such as help desk activation or billing each of which can be characterized by an anticipated processing time each type of call can also be characterized by its priority level such as vip or regular as is preferably defined by the slas as can be seen by the variety of possible queue types the queues display various trade offs such as email versus telephone long processing times versus short processing times or vip customers versus regular customers each queue is assigned one or many slas slas are preferably defined by two numbers a pick up time and a satisfaction target rate for example 80 of the calls in this case email are answered picked up in less than 10 minutes or 95 of telephone calls are answered in less than 20 minutes each sla is also assigned a priority level preferably there are three levels low medium and high the low level is assigned a value of 3 the medium level is assigned a value of 2 and the high level is assigned a value of 1 the value of each priority level is set according to the.