What do the agents priorities in the queue mean?
Author: Dominika Stelmach
Created: 2018-03-12. Updated: 2018-03-13.
The agent's priority marks their importance in the queue. The value of priority can be set in the range of 0-5, where 0 is the highest value. It means that the calls, chats and tickets will be directed in the first place to the agents having the higer value of this parameter.
The priorities are determined when assigning agents to the queue.
Let's consider the example of three agents with the following priorities: 0,0 and 1. Until agents with priority 0 are free, incoming calls will be directed only to those agents. The way in which the calls will be arranged betweend them will depend on how we determined the setup of the queue (longest available, round robin, ring all). Only when agents with priorities 0 are busy, the calls are directed to agents with priority 1.
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