inbound_queue_priority

What Inbound Queue Priority Does

Sets the priority level for an inbound queue when multiple queues compete for available agents. Higher numeric values indicate higher priority. Agents shared between multiple inbound groups will receive calls from higher-priority queues first.

Recommended Configuration

| Center Size | Recommended Value | Notes |

| --- | --- | --- |

| 10–25 Agents | 1 to 9 for priority ordering | Start conservative, monitor for 48 hours before adjusting |

| 25–100 Agents | 1 to 9 for priority ordering | Scale gradually — larger operations amplify effects of misconfiguration |

| 100–500 Agents | 1 to 9 for priority ordering | Consult ViciStack optimization team for enterprise-scale tuning |

How to Change This Setting

• Navigate to Admin > In-Groups

• Select inbound group

• Find Inbound Queue Priority field

• Enter integer 0-9 (9 = highest priority)

• Coordinate priorities across all inbound groups

• Submit

Common Problems

All queues at same priority 0 means no preferencing — oldest waiting call wins

Overly high priority for one queue starves other queues of agents

Priority only matters for agents shared across multiple queues

ViciStack Module

ViciStack’s Dialer Tuning & Auto-Configuration module automatically monitors and optimizes inbound_queue_priority based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.