How do I prioritize time in queue (customer to agent) over agent to agent calls(internal)

Question

Internal transfer calls by agents are being answer before calls that have actually been in queue. How do I deprioritize agent to agent call? and make sure the longest in queue is being answer first.

Is this possible?

Answer

By definition what you are asking is not configurable for agent queues:
https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html

Workaround is to create a queue for each agent for this purpose so you can control the PRI and Delay, the only downside is hitting the number of queues limit if you have a lot of agents and regular queues.

How do I prioritize time in queue (customer to agent) over agent to agent calls(internal)

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