Orchestration

Routing and Prioritization

Every customer deserves the right expertise, not simply the next available associate. Frontlion routes and prioritizes each visit by your business rules, matching teams, resources, and skills to the customer's specific need, and shows the reasoning behind every call.

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One customer need, matched to the associate who can meet it.

How routing works

Four factors decide who is called next.

Service type, customer priority, associate skill, and availability. Every routing decision supports a better customer experience.

Why this customer is next

Anyone on the floor can see the reason.

Frontlion weighs what she needs, how her visit is prioritized, who holds the skill, and who is free. She meets the right person the first time.

Next to be served Riverside branch

Maria Guzman Wealth advisory

Service type Wealth advisory. Advisory skill required.

Customer priority Scheduled appointment, arrived on time.

Associate skill Dana M. holds wealth advisory.

Availability Dana M. is free in under a minute.

Maria Guzman is served next, by Dana M.

Priority rules

Priorities carry real weight.

Appointments, member tiers, and accessibility needs each add measurable weight. You write the policy once in Frontlion’s flexible rule and journey builder; every location enforces it the same way.

Who is next, and why Riverside branch

Next Maria GuzmanWealth advisory · with Dana M. Appointment · 2:30 PM, on time

2 Daniel RuizNotary service · with Marcus B. Priority · accessibility accommodation

3 James TurnerAccount opening · with Priya N. Walk-in · waiting 18 minutes

4 Aisha KhanDeposit · next available associate Walk-in · waiting 9 minutes

Appointments hold their scheduled time. Walk-ins advance by time waited. Priority flags move a visit up, and the reason is always shown.

Real-time rebalancing

No-shows never stall the line.

When someone steps away, the gap backfills instantly and every wait is re-scored, balancing demand as conditions change. The line keeps moving without a supervisor touching it.

4:02 PM

Maria GuzmanWith Dana M.

Alex RiveraWaiting

James TurnerWaiting

Aisha KhanWaiting

The 4:02 PM line. Maria Guzman is being served; three customers wait.

Queue re-scored automatically

Nobody argues about who is next.

I would see a line and ask, ‘Who is next?’ and every member would claim they were first.

Associate, membership warehouse retailer

In the room

One queue, three views.

A branch associate at the counter talking with a customer across the desk, her screen facing her

Your place in line

You are third in line

Your estimated wait time is about 8 minutes.

Place held

We will text you when it is almost your turn.

She keeps her seat and her phone. Her place is held and honest.

Great service isn’t built on first come, first served.

Routing moves your frontline from triaging crowds to serving with context: who is in front of them, and why. That is the in-person service platform at work.

Riverside branchNow routing

Wealth advisory Appointment, on time Dana M. Wealth advisory

Account opening Walk-in Priya N. New accounts

Notary service Accessibility accommodation Marcus B. Member services

Next step

See your rules run the floor.

Bring your priority policy. We will encode it live and route a real queue in twenty minutes.

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Pillars and Features

Explore specific business outcomes

Solutions tailored to your industry

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