How to display top of the queue to all agents?

[noodler]

Hi,

The idea is to make sure agents are always picking the ticket at the top of the queue, and not the ones which look the easiest.
I was wondering if there was a way to only show one to each agent at a time. In the case of many tickets and many agents, it would look like this:

Queue (1: old , 4: new): T1,T2,T3,T4

Agents: A1,A2,A3

A1 logs in and sees T1. It's not yet locked. T2 signs in and also sees T1. A1 accepts T1 first, and now T2 cannot access T1. The queue page is refreshed, and he now sees T2 and accepts it. A1 has to go to the bathroom and ditches T1. A3 logs in and sees T1. Etc.

The second part of my question is: how can I customize the queueing algorithm so the ticket priority is displayed based on who the client is and other data which is parsed from the ticket itself?

Thanks

[crythias]

ticket priority is displayed based on who the client is

Haven't had this issue.

In theory, you could use Generic agent to bubble up the tickets from a holding queue to the "up for grabs" queue based upon criteria. Hope you don't miss any tickets ...

[noodler]

Thanks for the reply,

I mixed up the old/new details in my previous post. Naturally, I want the older tickets to be answered first, and from those older tickets I'd like the client with a certain status to be put before a ticket of approximately the same age (slightly newer or slightly older) sent by another client with slightly less status.

Also, when an agent sees the tickets in the queue, is he /she able to access any one they want, either from the top or bottom of the queue?

[crythias]

agents can access any ticket they have access to, in any order they want.

[noodler]

Ok. And you're saying I would use a "holding queue" to bubble up tickets according to defined rules? How do I write those rules?

[crythias]

holding queue = default queue tickets arrive into. Agents you're hiding tickets from should not be a member of the group of this queue.
up for grabs queue = destination queue with group membership of the agents you want to see these tickets.

generic agent:
choose as often as you want to run this (select all "on the" 10 minute increments)
find tickets in holding queue matching criteria.
change to up for grabs queue