Change Case Max Priority in Queue

This workflow automation job automatically changes the maximum priority of a case while it's still in the queue waiting for assignment. This causes the case to be handled by an agent sooner.

Create This Job

1. Click the app selector and select ACD.

2. Go to Digital > Automation Jobs.

3. Click Add.
4. Enter a Name that describes what the job does.
5. From the Action drop-down, select Change case priority in the queue.
6. Select a Priority from the drop-down. The larger the number, the higher the priority. For example, 1,000 has the highest priority, and 1 has the lowest priority.
7. Click Save.

Add The Job to a Trigger

1. Go to Digital > Automation Triggers.

2. If you need to, create a new trigger and add conditions to it. These steps can be found on the individual help page for each trigger, listed in the following drop-down:

   Learn more about creating triggers

   • Agent Defocus From Case Tab
   • Agent Focus on Case Tab
   • Before Case Closed
   • Before Message Created
   • Case Created
   • Case Inbox Assignee Changed
   • Case Routing Queue Changed
   • Case Status Changed
   • Public Secured Form Submitted
   • Message Created
   • Visitor Inactivity
   • Triggered by API

3. Locate the trigger you want to assign this job to and open it.

4. Click Add existing job.

5. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
6. Click Add.