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The queue priority feature lets you assign priority values to selected
queues. Call or chat sessions from higher priority queues will then be routed to
available agents first. A session is one single communication stream
between an end-user and a human or virtual agent using either call or chat.
Sessions typically have multiple interactions.
You can also enable prioritization by wait time, in which case the priority of a
given session will automatically increase based on wait time until the session
has reached the highest available priority.
Session type and queue priority values
When an agent is assigned to multiple queues, sessions will be routed to the
agent based on queue priority order.
Queue priority is calculated first by session type and then by any
queue priority values assigned to the queue.
Session type: Three session types automatically assign a higher
priority to the queue than regular inbound sessions: Sessions from
priority users, scheduled calls, and transferred sessions.
Queue priority values: Queue priority values range from +10 to
-5. The default is 0.
You can only assign queue priority values to queues with no sub-queues
(leaf queues). If a queue has a leaf queue nested within it, you cannot
assign a priority value.
The priority of calls or chats can be automatically increased based on wait
time:
You can configure these automatic increases to be call- and chat
channel-specific.
Wait time prioritization can increase priority of lower value (regular
inbound)
session types only.
Example routing
Example 1: An agent is assigned to queue A (priority 1) and
queue B (priority 2). If a transferred call arrives in queue B and an
inbound call in queue A, the agent gets the call from queue
B first. The type of call (transfer in this case) is considered before
priority values assigned to the queues.
Transferred calls always have a higher priority compared to inbound calls
within the same queue. If there are multiple transfers into a given
queue, the call transferred from a queue with a higher priority value
assigned keeps the higher priority among transferred calls in the
destination queue.
Example 2: Continuing the previous example, an agent is assigned to 2
queues, queue A (priority 1) and queue B (priority 2). If a regular inbound
call arrives in queue A and a regular inbound call arrives in queue B, the
agent will receive the call from queue A first. Both calls are the same type
and therefore have the same priority, so the priority value assigned to the
queues determines call routing.
Routing prioritization
Call or chat priority is determined first by type then by queue (high or low
priority).
Call or chat wait time prioritization can increase priority of lower value
calls or chats types only.
Enable queue priority
In the CCAI Platform portal, go to Settings > Operation Management.
Scroll to Queue Priority and toggle Enable Queue Priority to
On.
Optional: Click Enable Wait Time Prioritization for Calls or
Enable Wait Time Prioritization for Chats if you want to
increase the priority of that session type by one level for each interval of
time that you set in this section.
These settings ensure that a lower priority (regular inbound) sessions
won't get continuously pushed back in the queue if other high priority
sessions keep coming in. You can set any value greater than 10 and less
than 3,600 seconds.
Click Set Queue Priority to save.
Set queue priority level
Queue priority level is always set individually for queue.
In the CCAI Platform portal, go to Settings > Queue.
Choose a channel and click Edit/View to go to the editing section for
queue menus within that channel. This feature is available for the IVR,
SMS, Web, Mobile, and Social (WhatsApp) channels.
Select a leaf queue and toggle Queue Priority to On.
Slide the call priority slider left or right to lower or raise
priority level for sessions in this queue.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[[["\u003cp\u003eQueue priority allows for the assignment of priority values to queues, ensuring that sessions from higher priority queues are routed to available agents first.\u003c/p\u003e\n"],["\u003cp\u003eSession type is prioritized over queue priority values, with sessions from priority users, scheduled calls, and transferred sessions having higher priority than regular inbound sessions.\u003c/p\u003e\n"],["\u003cp\u003eQueue priority values, ranging from +10 to -5, can only be assigned to leaf queues (queues without sub-queues) and dictate routing when sessions have the same type.\u003c/p\u003e\n"],["\u003cp\u003eThe priority of regular inbound calls and chats can be automatically increased based on their wait time, preventing them from being continuously delayed by higher priority sessions.\u003c/p\u003e\n"],["\u003cp\u003eQueue priority settings can be enabled and customized in the CCAI Platform portal, with specific priority levels set individually for each queue within various channels like IVR, SMS, Web, Mobile, and Social.\u003c/p\u003e\n"]]],[],null,["# Queue priority\n\nThe **queue priority** feature lets you assign priority values to selected\nqueues. Call or chat sessions from higher priority queues will then be routed to\navailable agents first. A **session** is one single communication stream\nbetween an end-user and a human or virtual agent using either call or chat.\nSessions typically have multiple interactions.\n\nYou can also enable prioritization by wait time, in which case the priority of a\ngiven session will automatically increase based on wait time until the session\nhas reached the highest available priority.\n\nSession type and queue priority values\n--------------------------------------\n\nWhen an agent is assigned to multiple queues, sessions will be routed to the\nagent based on queue priority order.\n\n- Queue priority is calculated first by **session type** and then by any\n **queue priority values** assigned to the queue.\n\n - **Session type:** Three session types automatically assign a higher\n priority to the queue than regular inbound sessions: **Sessions from\n priority users** , **scheduled calls** , and **transferred sessions**.\n\n - **Queue priority values**: Queue priority values range from +10 to\n -5. The default is 0.\n\n- You can **only** assign queue priority values to queues with no sub-queues\n (leaf queues). If a queue has a leaf queue nested within it, you cannot\n assign a priority value.\n\nThe priority of calls or chats can be automatically increased based on wait\ntime:\n\n- You can configure these automatic increases to be call- and chat\n channel-specific.\n\n- Wait time prioritization can increase priority of lower value (regular\n inbound)\n session types **only**.\n\n### Example routing\n\n- **Example 1:** An agent is assigned to queue A (priority 1) and\n queue B (priority 2). If a transferred call arrives in queue B and an\n inbound call in queue A, the agent gets the call from queue\n B first. The type of call (transfer in this case) is considered before\n priority values assigned to the queues.\n\n Transferred calls always have a higher priority compared to inbound calls\n *within the same queue* . If there are multiple transfers into a given\n queue, the call transferred from a queue *with a higher priority value\n assigned* keeps the higher priority among transferred calls in the\n destination queue.\n- **Example 2:** Continuing the previous example, an agent is assigned to 2\n queues, queue A (priority 1) and queue B (priority 2). If a regular inbound\n call arrives in queue A and a regular inbound call arrives in queue B, the\n agent will receive the call from queue A first. Both calls are the same type\n and therefore have the same priority, so the *priority value assigned to the\n queues* determines call routing.\n\nRouting prioritization\n----------------------\n\n- Call or chat priority is determined first by type then by queue (high or low\n priority).\n\n- Call or chat wait time prioritization can increase priority of lower value\n calls or chats types only.\n\nEnable queue priority\n---------------------\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Operation Management**.\n\n2. Scroll to **Queue Priority** and toggle **Enable Queue Priority** to\n **On**.\n\n3. Optional: Click **Enable Wait Time Prioritization for Calls** or\n **Enable Wait Time Prioritization for Chats** if you want to\n increase the priority of that session type by one level for each interval of\n time that you set in this section.\n\n These settings ensure that a lower priority (regular inbound) sessions\n won't get continuously pushed back in the queue if other high priority\n sessions keep coming in. You can set any value greater than 10 and less\n than 3,600 seconds.\n4. Click **Set Queue Priority** to save.\n\nSet queue priority level\n------------------------\n\nQueue priority level is always set individually for queue.\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Queue.**\n\n2. Choose a channel and click **Edit/View** to go to the editing section for\n queue menus within that channel. This feature is available for the **IVR** ,\n **SMS** , **Web** , **Mobile** , and **Social (WhatsApp**) channels.\n\n3. Select a leaf queue and toggle **Queue Priority** to **On**.\n\n4. Slide the call priority slider left or right to lower or raise\n priority level for sessions in this queue.\n\n5. Click **Save Queue Priority**."]]
