When you create a call queue with Agent Prioritization enabled, the call priority settings apply to all call routes that use that queue. Queues created before Agent Prioritization was activated do not include these settings. To use Agent Prioritization with an older queue, you will create a new prioritized queue with the same agents and then update any call routes to use it.
A call queue is a group of agents aligned around a common purpose (for example, sales or service) or skill (such as language). Assigning agents to the right queues ensures that when calls are presented to that group, the answering agents are best equipped to help the caller.
Quick Start
1. Identify the existing queue and note which agents belong to it.
2. Archive the old queue and create a new prioritized queue with the same agents.
3. Update any call routes to use the new prioritized queue so calls follow the new priority rules.
You must be signed into Storable CRM's web version as an Administrator to access Settings and create or manage call queues. Agent Queue Prioritization must also be enabled by your system administrator. Depending on your company’s software or admin settings, you may not have access to this feature.
Open Contact Center queues
In this step, you will navigate to the list of queues to review and update the one you want to prioritize.
Go to Settings in the Storable CRM web app to access administrative settings.
Select Contact Center Configuration to open the Contact Connect (Contact Center) settings.
Choose Queues. The Configure Contact Center page opens here by default, showing your list of call queues.
If you need help creating a brand-new call queue, see Creating Prioritized Call Queues.
Identify the queue to update
Next, confirm which existing queue needs Agent Prioritization and capture the list of agents assigned to it.
In the queue list, locate the queue you want to update.
Use the Edit option to open the Edit Queue pop-up and review the queue configuration.
You can quickly see which call queues already have Agent Prioritization enabled by checking the Prioritized column in the queue list.
Open the Agents in Queue dropdown to see the agents currently assigned to this queue.
Record the agents in this queue (for example, by taking a screenshot or copying the list). You will use this list when you create the new prioritized queue.
If you decide not to make changes, click Cancel to return to the queue list.
Archive the old queue
Once you have captured the list of agents, you can archive the original, non-prioritized queue. Archiving prevents the queue from being selected in future call routes while keeping its history available for reference.
From the queue list, select the queue you are replacing.
Click Archive to retire the queue.
Create a new prioritized queue
Now you will create a replacement queue that uses Agent Prioritization and re-add the same agents with the desired priority levels.
From the Queues page, create a new call queue.
Add the same agents you recorded from the original queue.
Configure Agent Prioritization for each agent (for example, by assigning higher priority values to primary specialists and lower values to backup agents).
Name the new queue similarly to the old one so admins can easily recognize it (for example, add "- Prioritized" to the name).
For detailed, step-by-step instructions on configuring a new prioritized queue, see Creating Call Queues with Agent Prioritization.
Update call routes to use the new prioritized queue
Finally, update any call routes that previously used the old queue so future calls follow your new priority rules.
From the Admin main settings page, select Call Routes.
In the call routes list, find the route that should now use the new prioritized queue and click the Edit icon.
In the route editor, locate the Route Connect node and click its Edit Route Connect icon.
Open the Queue Name dropdown and select your new queue with Agent Prioritization enabled.
Click OK to save the updated route configuration.
After saving, the call route now sends calls to the new prioritized queue, and callers are connected to agents based on the priority levels you defined.