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