queue_priority

What Queue Priority Does

Determines the priority of calls in this inbound queue relative to calls in other queues when multiple queues share the same agent pool. Calls in higher-priority queues are answered before lower-priority ones, regardless of wait time.

Recommended Configuration

| Center Size | Recommended Value | Notes |

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

| 10–25 Agents | 1-9 per queue importance | Start conservative, monitor for 48 hours before adjusting |

| 25–100 Agents | 1-9 per queue importance | Scale gradually — larger operations amplify effects of misconfiguration |

| 100–500 Agents | 1-9 per queue importance | Consult ViciStack optimization team for enterprise-scale tuning |

How to Change This Setting

• Navigate to Admin > In-Groups

• Select inbound group

• Find Queue Priority field

• Enter 0-9 (9 = highest priority)

• Set priorities consistently across all related in-groups

• Submit

Common Problems

Priority 9 for all queues means no actual prioritization occurs

Not accounting for queue priority leads to important callbacks waiting behind lower-value calls

Must be configured on all queues sharing the same agent group to be effective

ViciStack Module

ViciStack’s Dialer Tuning & Auto-Configuration module automatically monitors and optimizes 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.