How to assign chats to certain agents before others (ranking within department)

Within a department, you can rank agents to determine how incoming items are assigned.

Ranking is applied at the department level and works in conjunction with Automatic Distribution (AD).

  1. Create or edit a department, as follows:
    1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    Result: The New/Edit Department page is displayed.

  2. On the Agents tab, select an agent to assign them to the group.

    Result: The selected agent is displayed in the table at the top of the screen.

  3. Assign a rank.

    Result: Items are assigned to lower ranked agents only when all higher ranked agents have reached any applicable limits.

  4. Save your changes.