IMPACT OVER VOLUME
A customer is angry and calling every 15 minutes, while another customer is an elderly couple with no AC. This principle should guide your decision.
What is Impact Over Volume
A dispatcher should prioritize this type of risk above inconvenience.
What is health or safety risk
A VIP customer name-drops ownership while an infant is in a home at 90°. Who should move to the top?
Family with the infant?