Let Your Agents Tackle the Right Cases First

In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work could come in that is more urgent. For example, transferred work, an item that has been waiting on someone’s response, or work that is about to reach a service agreement deadline. You can shift an item to a different queue, but within that queue, it’s behind older items. Also, some queues might have the same priority. Secondary Routing Priority solves this problem by moving a work item forward in a queue over older items and resolving conflicts across queues for items with the same routing configuration priority.

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

How: Enable Secondary Routing Priority in Omni-Channel settings. You can now configure secondary routing priority mappings for each channel.Enable Secondary Routing Priority

Create or edit a service channel, and select a priority field. Then map field values to priorities.

For example, to prioritize escalated cases first and new cases next, select Status as the priority field. Then set the Escalated field value to priority 1, and the New field value to priority 2. The highest priority is 0. Set up Secondary Routing Priority



Secondary Routing Priority is not automatically updated for skills-based routed chat and messaging channels. To update the SecondaryRoutingPriority field on the PendingServiceRouting object, use the API.