Wix Answers Help Center
Setting Agent Queue Priority Levels
Set agent queue priorities to control which agents receive calls from the queue before other agents. When multiple agents qualify to receive a call, it's routed to the agent with the higher queue priority (10 is the highest and 1 is the lowest). This allows you to keep specialized agents available longer by giving them lower queue priorities.
Tips:
- Learn how calls automatically route to eligible team members in your call center.
- You can also set the queue's priority to High to give its calls higher priority scores. Calls with higher priority scores route to agents before calls with lower priority scores.
To set agent priority levels for a queue:
- In the Wix Answers app, go to Settings > Support Channels > Call Center & SMS > Queues.
- Hover over the relevant queue and click Manage.
- (If necessary) Click + Add Assignees in the Call Routing section and select an agent to assign them to the queue.
- Hover over the relevant agent and click Change Priority on the right.
- Click the drop-down and select a priority level.
- Click Update.
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