How to change the queue priorities for an agent ? : Simply. Talk to your clients.

How to change the queue priorities for an agent ? Print

Created by: Nouf Al Khamaiseh

Modified on: Wed, 29 Jul, 2026 at 11:29 AM

You can give each agent a different priority within a queue, so calls are offered to the most suitable agents first.

1 is the highest priority; 10 is the lowest.
Calls are offered to higher-priority agents first. If they are unavailable, the call moves to lower-priority agents.
Select the agent whose priority you want to configure, click the three dots (⋮), and choose Skills. Then, set the priority as shown in the video below:

Nouf is the author of this solution article.

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