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Prioritize oldest work across queues

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Important

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Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - May 31, 2024

Business value

By handling the longest-waiting customer across the queues first, contact centers can reduce the average wait times.

Feature details

When agents are subscribed to multiple queues with the first-in-first-out prioritization, they’ll now be assigned that customer who has been waiting for the longest period across these queues. This change is applicable to queues that have one of the following out-of-the-box assignment methods:

  • Highest capacity
  • Advanced round robin
  • Least active routing

See also

Assignment methods (docs)