Setting Queue Priority

Set priority for each of your queues to determine how quickly a call's priority increases while it waits in the queue. When a call is placed in a queue, its priority increases at the rate that you set and gets higher the longer the caller waits. You can set the minimum priority that a call can have in the queue and the maximum priority it can reach while in the queue. For example, if your priority increase rate is 5 every 30 seconds and a caller that enters the queue at a priority value of 1, their priority increases to 6 after waiting 30 seconds in the queue and then to 11 after waiting 60 seconds in the queue.

Callers with a higher priority are routed to available resources before callers with a lower priority. You can set or update your queue's priority rate when you create a queue or make a version of an existing queue. When you create a queue, the default priority values are:

  • Min Priority: 1
  • Max Priority: 1000
  • Increase Rate: 1 every 10 seconds.
Priority Field Description
Min Priority

This is the minimum value that a caller in the queue can have. The value that you enter must be:

  • Between 1 and 1000 where 1 is the lowest possible priority and 1000 is the highest possible priority
  • Lower than the maximum priority value

If a caller enters the queue with a priority value that is less than the minimum priority, their priority increases to the minimum value for the queue. If a caller enters the queue with a priority value that is greater than the minimum, they retain their priority and are not reduced to the minimum priority.
Max Priority

This is the maximum value that a caller can have in the queue. The value must be:

  • Between 1 and 1000 where 1 is the lowest possible priority and 1000 is the highest possible priority
  • Higher than the minimum priority

When the caller's priority increases as they wait in the queue, their priority won't go past the maximum priority set for the queue.
Priority Value This is the amount that the caller's priority increases over the specified time. For example, if you want the caller's priority to increase by 5 every 30 seconds, enter "5".
Priority Rate This is the time value for the rate of increase. For example, enter "30" if the frequency of increase should be every 30 seconds.
Priority Unit This is the unit of time (seconds, minutes, hours, days) for the rate of increase. For example, select seconds if the frequency of increase should be every 30 seconds.

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