To set agent priorities for a queue:

  1. Go to Settings.
  2. Go to Queues.
  3. Click Edit on the queue you want to set agent priorities for.
  4. 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.
  5. Set a priority for each agent in the queue. Conversations are offered first to agents with priority of 1, then 2, and so on.
  6. Click Save. Priority-WOU.png