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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Aug 15, 2024 |
Business value
With queue priority-based routing, agents handle high-value or urgent conversations faster to keep customer satisfaction high. This feature helps businesses use contact center resources more efficiently to address the most pressing issues.
Feature details
Administrators set the priority for queues by using the Group Number field. When assigning work items, the system orders queues from highest to lowest priority. For queues that share the same priority, the system uses the default first-in-first-out work item prioritization. With either the out-of-the-box assignment methods or custom assignment without prioritization rules, the system assigns the oldest items first across these queues.
Queues with custom prioritization rules need to have different queue priorities. If queues with custom prioritization rules share the same priority, the system sorts those queues alphabetically by default.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.