VIP Users

Configure VIP user designation for priority handling of important stakeholders.

What are VIP Users?

VIP (Very Important Person) users receive enhanced service:

• Their requests get higher priority
• Faster SLA targets
• Special visibility to agents
• Enhanced notifications to support team

Use Cases for VIP Status

Executive Support

Designate executives as VIP:

• CEO, CFO, CTO
• Board members
• Senior leadership

Critical Business Roles

People whose downtime has high impact:

• Sales closing deals
• Customer-facing staff
• Production operators

External VIPs

Important external stakeholders:

• Key customers
• Partners
• Vendors with critical access

Enabling VIP Status

For Individual Users

1. Navigate to Settings > Users
2. Find the user
3. Click to edit profile
4. Enable VIP Status toggle
5. Save changes

Bulk VIP Assignment

For multiple users:

1. Go to Settings > Users
2. Select multiple users
3. Click Bulk Actions
4. Select Set VIP Status
5. Confirm

Via Identity Provider Sync

Map VIP status from Azure AD/Google groups:

1. Create "VIP" group in identity provider
2. Configure group mapping
3. Sync VIP status automatically

VIP Impact on Requests

Priority Boost

When VIP user creates request:

• Automatic priority increase
• Or maps to specific priority
• Configurable boost level

Example Priority Boost

Original Priority	VIP Priority
Low	Medium
Medium	High
High	Critical
Critical	Critical

SLA Enhancement

VIP requests can receive:

• Faster response targets
• Faster resolution targets
• Or use specific VIP SLA tier

VIP Visibility

For Agents

Agents see VIP indicators:

• VIP badge on user
• VIP tag on requests
• Highlighted in queue
• Special icon/color

In Queue Views

VIP requests may:

• Appear at top of queue
• Have distinct visual treatment
• Show VIP indicator clearly

Dashboard Widgets

Dedicated VIP tracking:

• VIP requests count
• VIP SLA compliance
• VIP requests at risk

VIP Notifications

Enhanced Alerts

VIP requests trigger:

• Immediate notification to team
• Manager notification
• Escalation if unassigned

Notification Settings

Configure VIP-specific alerts:

1. Go to Settings > Notifications
2. Find VIP section
3. Configure:
   • Who gets notified
   • When to notify
   • Escalation rules

Configuring VIP Behavior

Priority Boost Settings

1. Go to Settings > VIP Configuration
2. Set boost behavior:

Setting	Options
Auto-boost	Yes/No
Boost level	+1, +2, Fixed tier
Override manual	Yes/No

SLA Override

Configure VIP SLA:

1. Create VIP SLA tier
2. Set faster targets
3. Map VIP requests to tier

Visibility Settings

Setting	Description
VIP Badge	Show/hide badge
Queue Highlight	How VIPs displayed
Priority Color	Visual distinction

Managing VIP Users

Reviewing VIP List

Periodically review:

1. Go to Settings > Users
2. Filter by VIP status
3. Review list for accuracy
4. Update as needed

VIP Audit

Track VIP status changes:

• Who granted status
• When changed
• Audit log entry

Removing VIP Status

When no longer appropriate:

1. Open user profile
2. Disable VIP toggle
3. Save changes
4. Existing requests unaffected

Best Practices

Designation Guidelines

1. Limited use: Keep VIP list small
2. Justified: Clear reason for status
3. Reviewed: Regular audit of list
4. Documented: Record why VIP

Service Delivery

1. Consistent: All VIPs treated equally
2. Trained: Agents know VIP handling
3. Measured: Track VIP SLA separately
4. Balanced: Don't neglect non-VIPs

Communication

1. Internal: Team knows who's VIP
2. Expectations: VIPs know service levels
3. Boundaries: Reasonable expectations

Reporting on VIPs

VIP Metrics

Track specifically for VIPs:

• Request volume
• Response times
• Resolution times
• SLA compliance

Comparison Reports

Compare VIP vs. standard:

• Service level differences
• Response time comparison
• Satisfaction (if measured)

Troubleshooting

VIP Not Recognized

Check:

• VIP status enabled
• User logged in fresh
• Configuration active

Priority Not Boosted

Verify:

• Auto-boost enabled
• Boost configuration
• No conflicting rules

VIP Badge Not Showing

Check:

• Badge enabled in settings
• User is viewing correct user
• Browser cache cleared

Related Topics

• User & Group Management - User administration
• SLA Policies - SLA configuration
• Notification Settings - Alert setup