How agents logged into a queue are prioritised for calls

[VicP]

Hi can anyone point me in the direction of the different options for how agents are prioritised for calls when logged into a queue? I need to understand the different options and what works best. At the moment we have reports of some agents getting more calls than others and I'm not sure why.

 

[Saqqara]

All info here

https://www.3cx.com/docs/manual/call-center-queues/

https://www.3cx.com/3cxacademy/videos/advanced/call-queues/

 

[VasilisV_3CX]

Hi @VicP,

Saqqara has provided you with a great starting point to understanding them. In the Academy link, all is explained one by one from slide number 6!