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Hosts Priority explained
Hosts Priority explained

The power of iClosed Event Round-and-Robin Priority and how it can help you maximize team efforts

Updated over 2 months ago

Priority is a feature inside the Hosts section of the AI Scheduler → Events Builder, and can be accessed by Super Admin only, when creating new Event or editing Event that has been created already.

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​Host Priority is a place where you can assign a priority level to each host that has been selected to participate in the Event, simply by clicking on the drop down menu and selecting host allocation level:

  • High

  • Medium

  • Low

If you want to learn more, check out our article about Hosts.

Priority is pretty self-explanatory, right? But in order to be put in place properly, kindly note that you'd need to have a minimum of two Hosts available.

Simply select hosts of the Event, and set different Host Event allocation, by setting different priorities (High, Medium and Low).

But what happens when all Hosts are assigned with the same priority?


That's where iClosed round-robin kicks in, with one goal only, to distribute calls evenly among the hosts, taking into account their availability settings, including conditional routing and rules automations (in case they are set).

How it works and why setting it properly matters?​

How does Priority works?

iClosed Priority is powered by a complex algorithm that determines the order in which Leads or Appointments are assigned.


The call assignment process follows a round-robin approach, ensuring fair and efficient distribution of leads or events among your hosts. Here’s the most basic explanation of how it works:​

  1. Priority Order

    Hosts are ranked by priority (e.g., High, Medium, Low).
    The system begins by sorting hosts from highest to lowest priority.
    ​

  2. Lead Allocation

    When a new lead or event is available, it is assigned to the highest-priority host who has not recently received a lead.
    This ensures that high-priority hosts are favored but keeping a balance between all hosts at the same time.
    ​

  3. Round-Robin Cycle

    After the highest-priority Host receives an appointment, the system moves to the next host in the priority list.
    This cycle continues, ensuring that no host is overwhelmed or left out.
    ​

  4. Balancing Assignments

    Even within the same priority level, the system distributes leads evenly among the hosts, ensuring fairness across the board.
    This prevents scenarios where one host handles all leads while others remain idle.​
    ​

  5. Round-and-Robin with Rescheduling

    The system will attribute the meeting to the available host by respecting the priorities set within the events settings.

Why does prioritization matters?

Setting the correct priority levels helps you align lead distribution with your business strategy.
For instance, top-performing closers can be given higher priority to maximize conversion rates, while newer team members can be assigned lower priority as they ramp up.

By understanding and configuring call assignment and priorities effectively, you can optimize your team's performance and ensure that every lead receives well deserved attention.

Troubleshooting Priority

When Priority is not available

In some cases you will not be able to select Host Priority because minimum technical requirements were not met:

  • "Zoom not connected" → if Zoom has been selected as event location and user didn't connect it's Zoom account yet
    ​

  • "Availability not set" → Host didn't set availability yet.
    ​

  • "User didn't accept invite yet" → with additional option to resend the invite
    ​

  • "Incomplete profile" → with additional option to send email to User to complete profile

Warning message

"Some of the selected host(s) have either not accepted invite or set their availability. They will start getting calls once they have done both"

Appears if one or more Hosts haven't met minimum criteria for accepting calls and will not be included in the Event.

Additional setup that can affect Priority

Event → Conditional Routing

Conditional Routing is one of the iClosed premium features that help increase chances for successful conversations and maximizing ROI by allocating Sales Calls to the most qualified closers, based on the invitees answers.

Conditional routing is available with Business/Enterprise users

By setting any of the Custom invitee questions, that are in radio buttons or checkbox formats (e.g. Age Group), and setting up conditional routing to one or more hosts,
​Conditional Routing will take over priority over Host Priority setup, no matter the Priority allocation setup.
​

Prioritization will be applied as follows:
​#1 Conditional Routing → #2 Priority Allocation → #3 Round-and-Robin Priority

Availability → Add Date Override

Availability refers to setting up times when you're going to be available to schedule calls and Date Override feature helps overriding standard Availability schedule.

This means, your standard Availability schedule can't be applied and needs to follow Date Override priority.

Here're several examples that will help you understand better how it works.

Example - simple

  1. Phil, Mike and Eric are assigned to one Event

  2. Conditional Routing is not set

  3. Phil will be out of office on Sep 20th

  4. Mike and Eric will take calls according to their Host Priority allocation

Example - medium complexity

  1. Phil, Mike and Eric are assigned to one Event

  2. Conditional Routing is set

    1. Phil is assigned to leads between 18-25 years old

    2. Mike is assigned to leads between 25-30 years old

    3. Eric is assigned to leads between 30-35 years old

  3. Phil will be out of office on Sep 20th

  4. Mike and Eric will take calls according to their Conditional Routing set but

  5. Mike and Eric will share Phil's calls, according to their Host Priority allocation

Example - complex

  1. Phil, Mike and Eric are assigned to one Event

  2. Conditional Routing is set

    1. Phil is assigned to leads between 18-25 years old

    2. Mike is assigned to leads between 25-30 years old

    3. Eric is assigned to leads between 30-35 years old

  3. Phil will not be able to work on Sep 20th as per his standard schedule.

    1. Instead, he will be in the office for 3 hours only

During that 3 hour block, prioritization will be applied as follows:

#1 Conditional Routing → #2 Host Priority Allocation → #3 Round-and-Robin Priority

But, outside of that block, Phill will not be in the office, and therefore:

  1. Mike and Eric will take calls according to their Conditional Routing set

  2. Mike and Eric will share Phil's calls, according to their Host Priority allocation

Recap is that when Date Override is added, it will sit on top of prioritization and it will be applied as follows:


​#1 Date Override → #2 Conditional Routing → #3 Priority Allocation → #4 Round-and-Robin Priority

Automations → Rules

Automations are also one of the premium iClosed features and Rules helps with streamlining Events and improving performance of the hosts (Closers).

Automations are available with Business/Enterprise users

By adding rules to your events, you can automatically remove Closers if they reach "maximum call limits" or if they are not meeting the "stop loss" criteria of the event.

  • Maximum call limits
    For limiting maximum number of calls for Closers so they are not overburnt
    Perfect for onboarding new talents.

  • Stop loss
    To set your own stop loss for Closers who are under-achieving according to your criteria.
    Such Closers will be automatically removed from the Event.

Rules automation will be at the top of priority hierarchy (if there is nothing wrong from technical setup side of things). Therefore, if we're taking all scenarios previously mentioned into consideration, it will be applied as follows:

#1 Automation - Rules → #2 Date Override → #3 Conditional Routing → #4 Priority Allocation → #5 Round-and-Robin Priority

Technical setup is not in place

Even though it may be obvious, it doesn't hurt to mention this scenario as well.

Highest on the priority hierarchy are changes in technical setup, where minimum technical requirements for participating in events are not in place, such as:

  • Changes made to originally set Availability

  • User deactivated

Visual overview of prioritization

Here's visual representation of all previously mentioned scenarios.

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Related Articles
Troubleshooting guide for Super Admin
Zoom
How can I adjust the priorities for Hosts (Closers) in my event?
Managing Hosts within events
Conditional Routing
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