Modify queue weight (Console)

Console > Queues > Modify Queue weight (Console)

This article explains how to modify queue weight in Console.

Purpose

Modifying queue weight lets you choose which queues have priority over others. If a queue user handles multiple queues, interactions in the highest priority queue will have priority over interactions in lower priority queues (regardless of when the lower priority queue interaction was created in the queue). Queue weight is just one factor that AID uses to determine when and how best to deliver the interaction to the next best agent.

Steps

2. Navigate to Queues > Queues.

Open queue workspace callout.

3. Select the queue you want to adjust the weight for.

4. Click the pencil icon in the Queue container.

The pencil icon in the top right side of the Queue container.

5. Type the weight for the queue.

Note: The weight must be a positive, whole number.

6. Click Save.