Prioritize oldest work across queues

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

Business value

By handling the customer who waits the longest across the queues, contact centers reduce the average wait times.

Feature details

When agents subscribe to multiple queues with first-in, first-out prioritization, the system assigns the customer who waits the longest across these queues. This change applies to queues that use one of the following out-of-the-box assignment methods:

• Highest capacity
• Advanced round robin
• Least active routing

Additional resources

Assignment methods (docs)