Prevent Starvation of Low Priority Work Requests

Sometimes, a burst of high priority requests may prevent the low priority requests from being assigned to an agent for a long time.

Although high priority requests may come in later, they're assigned first, and the low priority requests are repeatedly kept waiting. That's because the agents are unable to keep up the pace to serve both.

As an administrator, you can dynamically raise the priority of low priority requests after a certain wait time. The benefits are as follows:

• The wait time for lower priority items is reduced, and this ensures a balance between high priority and low priority requests.

• Lower priority requests are served fairly, thereby improving customer satisfaction.