Let Your Agents Tackle the Right Cases First
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.
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.