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.

1. Sign in to the desktop or web app.
   Tip: This can also be done from your admin portal if you have access permissions.
2. From Contact Center > General settings > Priority management > Without priority, select 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. The dispatcher will prioritize queues based on the queue weight you define. Calls in a queue with a higher weight are served before calls in a lower-weight queue. Any queues left without a score will be the lowest priority.
   Note: If two or more queues have the same queue weight and waiting callers, additional rules are used to determine which call is served next:

   • The dispatcher will give priority to the queue with the longest waiting caller.
   • If there is still a tie (callers have the same wait time), the dispatcher will randomly select which call to serve next.

   In summary, priority-wise it will always consider the longest waiting caller if there's a tie on the queue weight. If the wait time ties again, then it will fallback to random selection.

4. Repeat as needed for additional queues.