Engage Voice | Configuring priority groups
As we’ve discussed in Intro to priority groups, priority groups allow administrators to set the priority of incoming chat messages for a group of selected digital queues.
For the purpose of this article, we’ll discuss how you can configure your priority group by navigating to Routing > Advanced settings > Priority groups via the left-hand navigation bar.
Please note that if you create a priority group and add a queue priority to one of the queues in that group, the queue ranking in the priority group will always be superseded by the ranking at the queue level.
Creating priority groups
In the steps below, you’ll learn how to create priority groups.
Please note that before you can create a priority group, you must already have your digital queues configured.
1. Navigate to Routing > Advanced settings > Priority groups via the left-hand navigation bar
2. Click the Add Group button to open the Add Priority Group modal window
3. Enter a name for your priority group in the New Priority Group field
4. Click Ok to exit and save
5. Select your new group under the Priority groups section on the left-hand side
6. Select a queue under the Queue order dropdown menu
7. Repeat step 6 to add additional queues to the priority group
8. Use the Rank field to the right of each queue name to designate each queue’s priority within the group. The higher the ranking number, the higher the priority
9. Click Save to save your changes
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