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The guide explains your call center’s Agent Queue Prioritization feature. If this feature is enabled, you are able to assign priority for inbound calls and callbacks to any or all call center agents. Calls will be presented to agents based on their priority number (1 = prioritized first, 5 = prioritized last). Agent Queue Prioritization works for Creating Call Queues and Editing Call Queues.
If a queue was created prior to the Agent Prioritization feature activated in your system, it doesn’t have any call priority settings. If you have an existing queue created prior to feature activation, you can use the same agents and create a new queue with prioritization assigned. See Updating an Existing Queue with Agent Prioritization for more information.
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Agent Queue Optimization is available when Creating Call Queues and Editing Call Queues. You can also update an existing queue to include Agent Prioritization.