Configure call queues with agent prioritization so callers reach the best available agent more quickly, improving resolution time and the customer experience.
Quick start
1. Open Settings > Contact Center Configuration and go to Queues.
2. Click New Queue, name the queue, and set basic options like type and hold music.
3. Add agents, assign their priority order, and save the queue so new calls follow your routing rules.
Depending on your company’s software settings, this feature may not be available. You must be signed into Storable CRM's web version as an Administrator to access Settings and create call queues. Agent Queue Prioritization must be enabled by your system administrator. Depending on your company’s software or admin settings, you may not have access to this feature.
Before you start
Confirm that Agent Queue Prioritization is enabled for your account.
Decide which teams (for example, Sales, Support, or language-specific groups) need their own queues.
Know which agents should be prioritized first for each queue based on skill, role, or performance.
Set up Prioritized Call Queues
When you create a call queue with Agent Prioritization, the call priority settings apply to any call routes that use the queue. If a queue was created before Agent Prioritization was activated in your system, it doesn’t have any call priority settings. If you have an existing queue created prior to feature activation, you can use the same agents and create a new queue with prioritization assigned. See How do I Add Agent Prioritization to an Existing Queue for more information.
In the navigation bar, click the gear icon to open Settings.
Under Contact Center, click Contact Center Configuration to open Contact Connect (Contact Center) settings.
On the Configure Contact Center tab, click Queues to view your list of queues.
Click New Queue to start creating a new call queue.
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In the New Queue screen, enter the following information:
Queue name - Enter a descriptive name that makes it easy to identify which agents belong in the queue. The name can only include letters and numbers, cannot duplicate an existing queue name, and cannot be left blank.
Queue Type - The system defaults to Calls. Leave this selected when creating a call queue.
Hold Music - If you've previously uploaded hold music, use the dropdown to select one of those files, or upload new hold music.
Notify Caller of Queue Status - Select this option to replace your hold music with a repeated announcement indicating the caller’s position in the queue.
In the Agents in Queue box, select the agents who should receive calls in this queue. Use Select All to include all available agents.
Under Agent Priority, assign each selected agent a priority number. Calls are presented to agents based on this number (1 = prioritized first, 5 = prioritized last). Use lower numbers for your primary agents and higher numbers for backup coverage.
Once you’ve configured the queue and agent priorities, click Save to create the new call queue.
Make sure to update any call routes that should use this new queue so incoming calls follow your prioritized routing.