HELP FILE

How do I set up priority management for queues?

    Use the priority management feature to tell the system which queue calls should take precedence over others when agents are in multiple queues with waiting callers.

    Before you begin: You must be set up as a user and be assigned the admin role. This can also be done from your admin portal if you have access permissions.
    About this task: When assigning weight scores, the higher the number, the greater the priority. Any queues left without a score will be the lowest priority. If multiple queues have the same weight and waiting callers, the system will randomly select which queue will dispatch a call first.
    1. Sign in to our GoTo desktop/web app.
    2. From Contact Center > Admin > General settings > Priority management > Without priority, click the queue that you want to assign a weight score.

      Tip: You can use the search field or the available filters to more efficiently find your queues.

    3. Use the arrows or type in the desired weight score.
    4. Repeat as needed.