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Edit Prioritized Call Queues

Storable CRM

Use Agent Queue Prioritization to route callers to the right agents faster and keep your call queues running smoothly.

Quick Start
1. Open Settings > Contact Center Configuration > Queues in Storable CRM.
2. Select the queue you want to edit and review its agents and priorities.
3. Save and confirm the queue status is Activated.

Before you begin

  • You must be signed into the Storable CRM web app as an Administrator.

  • Agent Queue Prioritization must be enabled for your account. If it is not available, contact your Storable representative.

  • Queues created before Agent Prioritization was enabled cannot be prioritized. To prioritize those queues, create a new one and assign the same agents to it. For details, see Updating an Existing Queue with Agent Prioritization.

Agent Prioritization is only available for queues created after the feature was enabled. Existing queues remain unchanged and cannot be prioritized.

Step 1: Access call queues

In this step, you open the Queues page, where you can select which call queue to edit.

  • Go to Settings to access all administrative configuration options.

  • Click Queues. The Configure Contact Center screen opens by default, showing your list of call queues.

  • If you need to create a new queue instead of editing an existing one, see how to create a call queue.

Step 2: Select a queue to edit

In this step, you choose which queue to update and confirm whether Agent Prioritization is already applied.

  • On the Queues list, find the queue you want to change.

  • Review the Prioritized column to see which queues already have Agent Prioritization enabled.

  • Click Edit for the queue you want to modify. The Edit Queue window opens.

Use the Prioritized column to quickly confirm which queues are already using Agent Prioritization before you start editing.

Step 3: Configure basic queue settings

In this step, you adjust the core details of the queue before changing agents and priorities.

  • Queue status – Shows the current activation state of the queue:

    • Activated: All changes are saved and currently applied.

    • Activation in Progress: Changes are still being applied. You cannot make additional edits until activation finishes.

    • Activation Failed: An error occurred while saving. You will need to retry saving your changes.

  • Queue name – Update the queue name to clearly describe the type of calls or team (for example, “Sales – Spanish” or “Support – Tier 2”). The name:

    • Can only include letters and numbers.

    • Must be unique (cannot match any previously used queue name).

    • Cannot be left blank.

  • Hold Music – Choose how callers are handled while they wait:

    • If you have previously uploaded hold music, select it from the dropdown.

    • To use new audio, upload a new music file.

  • Notify Caller of Queue Status – Replace hold music with a repeating voice announcement that informs the caller of their current position in the queue.

Step 4: Manage agents in the queue

In this step, you update which agents are assigned to the queue, so only the right people receive calls.

  • Agents in Queue – Use the dropdown to manage membership:

    • Add new agents to the queue.

    • Remove agents who should no longer receive calls for this queue.

    • Review the list to confirm that everyone assigned still aligns with the queue’s purpose (e.g., language, skill, or team).

Step 5: Set agent priorities

In this step, you control the order in which agents in the queue receive calls.

  • Agent Priority – For each agent in the queue, assign a priority number:

    • 1 = highest priority (these agents receive calls first).

    • 5 = lowest priority (these agents receive calls after higher-priority agents are unavailable).

  • Use lower numbers for your most experienced or specialized agents, so callers are routed to them first.

  • Ensure all agents in the queue have an appropriate priority value to avoid unexpected routing.

Step 6: Save and verify the queue

In this final step, you save your changes and confirm that the queue is successfully activated.

  • Click Save to apply your updates to the queue. The button is enabled once you make changes.

After saving, confirm the Queue status shows Activated. If it shows "Activation in Progress," wait for activation to complete before making further edits.

If the status shows Activation Failed, an error prevented your changes from being saved. Click Retry. If the issue persists, cancel from the queue, check your configuration, and try saving again, or contact support.

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