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Important
This content is archived and is not being updated. For the latest documentation, go to the Dynamics 365 Contact Center documentation. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | 
Aug 15, 2024 |
Business value
With queue priority-based routing, high-value or urgent conversations can be handled faster to make sure that customer satisfaction levels are maintained. This way, businesses can ensure a more efficient use of contact center resources to handle the most pressing issues.
Feature details
Admins will be able to define priority for the queues using the Group Number field. Queues will be ordered from highest to lowest priority when work items are assigned. In case of queues with the same priority and default first-in-first-out work item prioritization, the oldest item across these queues will be assigned first. Queues with custom prioritization rules must have different queue priorities. If queues with custom prioritization have the same priority, by default the queues will be sorted alphabetically.