WxCC Queue Priority

[tmessenger]

I have a contact center with agents skilled to multiple SBR queues.  Is it possible to give one queue priority over all others, if the queues are on different flows? 

Q1-5 Regular Priority 

Q6 - Highest Priority 

Thanks! 

[Roger Kallberg]

AFAIK the queues as such has no priority, it’s the calls in the queue that have a priority. So if you want calls in a specific queue to have president over other queues you’d need to set the priority on the calls in that queue higher priority than calls in the other queues.

[gkovanis]

Hello @tmessenger , besides what Roger proposed that you can select the priority on the flows, you can also use the Queue Ranking feature on a Team level, that allows you to select a priority of the queues for that team:

So, in your case, you would need to go to all the teams that handle that queue a higher priority than all the others.

Hope that helps.

[tmessenger]

Thank you!  I don't recall seeing Queue Ranking in the Mgmt Portal, is it "new" in the Wx Admin page? 

[gkovanis]

@tmessenger  It's a relatively new feature (released on September 2024) and I believe the option was not in Mgmt Portal yes, only in Control Hub indeed.

[tmessenger]

To confirm, this works across flows, correct? 

[gkovanis]

@tmessenger  Correct, it's a Team level metric, applying on queues coming from all flows.