To set agent priorities for a queue:

  1. Go to Settings.
  2. Go to Queues.
  3. Click Edit on the queue you want to set agent priorities for.
  4. Select either All at once, according to agent priority or One at a time, according to agent priority as Offer Algorithm.
  5. Set a priority for each agent in the queue. Conversations are offered first to agents with priority of 1, then 2, and so on.
  6. Click Save.