Assign work from higher-priority queues to agents first
Important
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| 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
Administrators can define priority for the queues using the Group Number field. Queues are ordered from highest to lowest priority when work items are assigned. For queues with the same priority and default first-in-first-out work item prioritization, either with out-of-the-box assignment methods or no prioritization rules in custom assignment, the oldest items across these queues are assigned first.
Queues with custom prioritization rules must have different queue priorities. If queues with custom prioritization rules have the same priority, by default those queues are sorted alphabetically.