Assign work from higher-priority queues to agents first

Enabled for	Public preview	Early access	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 for the queues, 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.