The agent priority is the qualification level of the agent.
The agent priority can be from 1 to 20. One is the highest priority.
Assign priority 1 to the most qualified agents. The default priority is 10.
If a skillset uses the Preferred method of call distribution, the agent priority determines which agent receives an incoming call.
If there is more than one agent available, Call Center routes the call to the agent with the highest priority. To set the priority of an agent, select a priority number from the Priority list box.
If you use Professional Call Center on Business Communications Manager, you can assign an agent Dynamic Priority when you assign the agent to a skillset.
With Dynamic Priority, agents can have different priorities depending on what skillsets they are logged onto. For example, an agent that is fluent in English and Spanish can have a priority of 1 when they are logged onto the English and Spanish skillsets. The same agent can have a priority of 6 when they are logged onto the Spanish skillset because they are less fluent in Spanish.