Agent and Team Priority

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There may be cases where you need certain agents or teams 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.Select either all at once according to agent priority, one at a time according to agent priority, longest idle according to agent priority as offer algorithm.To set agent priorities for a queue, go to Settings > Queues > Edit > Agent tab > Priority 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. If none of the priority 1 agents are available, it will ring for 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 priority 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.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". Otherwise, it will be hidden.