...
With Agent Queue Prioritization enabled, your call center will enjoy enhanced control on call routes, optimized call handling, reduced call wait times, and tailored call management to align call volumes with individual agent capabilities.
...
Using Agent Queue Prioritization
Agent Queue Prioritization allows Storage Operators to customize communications directed to their most experienced and skilled agents to ensure the best possible customer experienceOptimization is available when Creating Call Queues and Editing Call Queues.