There may be cases where you need certain agents to prioritise requests within a specific queue. To set this you can set your queue algorithm to offer requests to agents based on their priorities.

To set agent priorities for a queue just go to Settings > Queues > Edit the queue you want set agent priorities for.

Select either all at once, all at once according to agent priority, one at a time, one at a time according to agent priority, longest idle or longest idle according to agent priority as offer algorithm. Priority-WOU.png

Now you can set a priority for each agent in the queue. Conversations are offered first to agents with priority of 1, then 2, and so on.