If you use priority to route calls to agents, make sure you have both Agent Priority and Call Priority configured. Each call that enters a skillset is given a default call priority of 10. If you use Enhanced or Professional Call Center, you can change a call’s priority using:
Intelligent Caller Input Routing, Advanced Option
Intelligent CLID/DNIS Routing
Intelligent Overflow Routing
Call priority is distinct from agent priority. If a waiting call needs to be routed, for example when an agent becomes available, Call Center determines which waiting call must be handled next. This is the call with the highest priority, or, if all the waiting calls have the same priority, the call with the longest wait time. Call Center then determines the right agent to handle the call. If the skillset’s method of call distribution is Preferred, Call Center finds the available agents assigned to and logged in to the skillset, and chooses the one with the highest priority. If the method is Least Busy, the agent that has been available longest is routed the call.