Changing the importance weighting of a channel queue

Company administrators can adjust the existing values for importance weightings of channel queues and compare between channel queues to view the effects of any changes before committing to them.

The “importance weighting” assigned to a channel queue indicates the queue’s priority and defines the most important queue of a channel type. It determines the queues that are served first when multi-skilled agents (those who are assigned to multiple queues) become available. For example, a queue with an importance weighting of 10 will be prioritised over a queue with an importance weighting of 1. Queues of equal importance must have the same value. The importance weighting for a channel is specified when the channel queue is set up initially.

Company administrators must have the System Configuration: Modify privilege to compare and change the importance weightings of channel queues.

To change the importance weighting of a channel queue:

Procedure

Click System > Channel Configuration on the menu bar.
Click the Weighting tab.
Select the appropriate channel queue from the dropdown list.
The importance weighting that has been configured for this queue is displayed.
For Importance Weighting, adjust the setting as required.
To compare the effect of the change on the importance weighting setting of another channel queue, select a second queue from the dropdown list.
The importance weighting that has been configured for this queue is displayed. If required, you can also change the importance weighting of the comparison channel queue as well.

Below the two queues is text indicating the effect of increasing or decreasing an importance weighting value.
To save a change to an importance weighting, click Save Weighting.

Note: The Importance Weighting for any individual queue can also be changed at the queue-configuration level for each channel:
- For a call queue – Call Handling > Queues > Advanced
- For a web chat queue – Chat > Chat Queues > Advanced
- For an email queue – Email > Email Queues > Basic
- For a work item queue – Work Item > Work Item Queues > Basic
To restore the settings to their default values, click Restore Default Values.