Set Priority Management While in Queue

Required security profile permissions: Skills Edit

Managing call prioritySkill-based designation of the importance of contacts that determines delivery order. is everything when you have multiple calls in queue. For example, you may want all phone contacts to take priority over voicemail or email contacts. The Priority Management While in Queue settings available in every inbound skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge type provide a way to manage the priority of a skill when it comes into queue.

1. Click Routing → Skills.

2. Create a new inbound skill, or locate the inbound skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to edit. Click the skill to open it.

3. Click Edit.

4. Modify the Priority Management While In Queue fields.

5. To test the priority of the skill relative to others, Compare Skill Priority.
   

6. Click Done.