---
schema_version: "1"
id: ccce36b65979f4b5ed661569dac02a616df5b039663e4ceca75e7ae1d45dcc66
title: Prioritize Urgent Customer Calls with SLA-Based Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_afcc_sv_prioritize_customer_calls.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_prioritize_customer_calls.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a14b64298fd07688398e3c291da944db2679e58b897ec8614f7b38de92ea0cff
description: Improve service-level performance by routing voice calls based on when they must be accepted. Configure acceptance due dates in a flow to prioritize urgent calls over older calls with later deadlines. Give supervisors greater visibility into calls approaching or breaching SLA targets through built-in backlog views and reporting. Increase response speed, strengthen customer satisfaction, and deliver more consistent service experiences by aligning routing with business priorities.
products:
  - Cross Cloud
release: "262"
---
# Prioritize Urgent Customer Calls with SLA-Based Routing

Improve service-level performance by routing voice calls based on when they must be accepted. Configure acceptance due dates in a flow to prioritize urgent calls over older calls with later deadlines. Give supervisors greater visibility into calls approaching or breaching SLA targets through built-in backlog views and reporting. Increase response speed, strengthen customer satisfaction, and deliver more consistent service experiences by aligning routing with business priorities.

**Where:** This change is available in Salesforce orgs with this [telephony model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US).

- Salesforce Voice (Native Telephony)

[View supported editions for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US).

**Who:** To configure these capabilities, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.