Agent and Team Priority

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There may be cases where you need certain agents or teams to prioritize requests within a specific queue. This is done by setting the queue algorithm to offer requests to agents based on their priorities.The first step is to select any agent priority option in the Offer algorithm in the queue settings by going to Settings > Queues > Edit. You have three options: all at once according to agent priority; one at a time according to agent priority; longest idle according to agent priority.Once you've saved, you can now set agent priorities for the queue by going to the Agents tab:Conversations are offered first to agents with priority of 1, then 2, and so on. If none of the priority 1 agents are available, the conversation will be offered to the priority 2 agents directly. If you have teams in your subscription plan, the same logic applies for the teams settings. If you for instance have two teams with different priorities and you've set the offer algorithm to call all at once according to agent priority, it will ring for all agents in team priority 1 before ringing for all agents in team priority 2.Note: The priority information in the agent and team tab will only be visible when you set the offer algorithm to any of the options with "according to agent priority"