When you have an agent assigned to multiple queues, it is recommended to set the priority of those queues for the agent so that they are dispatched calls that are more important to them. This will ensure that each agent is handling prioritized calls from the queues that they are an essential part of.

To use the Call Center page as an admin to assign priorities for the queues an agent is assigned to…

1. Navigate to the Call Center page.
   
2. In the AGENTS >> menu, hover over the agent and click the Queues button.
   
3. In the menu, use the Priority dropdowns to select what priority this agent should have in each of the queues they are assigned to. 
   
   

   Quick Tip: “1” is the highest priority. The call queue that an agent is most needed should have its Priority set to 1. 

   It is best practice to assign them different priorities in each queue just in case calls are dispatching to these queues at the same time.

    
4. Once you are done, click the Save button.
5. If needed, repeat steps 2-4 for each agent that needs a specific priority.