1. What is Queue Prioritization?Queue prioritization ensures that important cases are handled before other assignments, helping teams focus on the most critical work first. |
2. Where can I access the Queue Prioritization feature?You can access the Queue Prioritization functionality from General Queue Settings, located in the upper-right corner of the Assignment Queues page. |
3. How does the prioritization logic work?
Priority Evaluation: Cases in queues assigned to Priority 1 are evaluated and assigned before cases in lower-priority buckets.
Non-prioritized Queues: Queues not included in any priority bucket will have their cases assigned last.
Multiple Queue Membership:
If a case appears in multiple queues, it will be assigned based on the queue with the highest priority.
If a case belongs to several queues within the same priority bucket, agents from those queues will be combined into a single assignment list.
4. Why do we need Queue Prioritization?
Queue prioritization is essential to ensure that critical or high-impact cases are addressed before less urgent ones. It helps teams:
Improve response time for important customer issues.
Allocate resources efficiently by focusing agents on the most valuable or time-sensitive cases first.
Reduce backlog and delays in case assignment by creating a structured workflow.
Enhance customer satisfaction by ensuring urgent cases receive prompt attention.
Maintain operational control, especially when multiple queues are used for different regions, products, or customer tiers.
5. Is there a limit to the number of priority buckets I can add?
No. You can add as many priority buckets as required by clicking the Add Priority button.
Below are few of the screenshots to depict how to create a Virtual queue and configure the 
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