Lumen help

Grouping queued calls by priority

To group queued calls by priority:

contact center supervisor client
  1. From the Queued Calls pane’s header bar, click Options (the wrench and screwdriver icon).
queued calls not grouping by priority
  1. From the Options list, select Group, then select Group by Priority.

    All calls in the queues you monitor are now grouped by priority.
queued calls grouping by priority