Increase routing priority over time

Long-waiting customers should over time have their routing priority increased to avoid them being permanently locked out of a queue.

Comment Andreas: I think this can be done with Precision routing: with each step, increase the scope of the agents that are targeted, and change routing priority.

Priority routing has already been scheduled for development and will be part of the next product release (3.10.0). Once it is released, we can, as a future enhancement, introduce a queue waiting time threshold, after which we can increase the customer’s priority by one number and can keep on doing so until the chat is landed to an available agent
Note: No tentative deadline for this is yet available, and it is on a low priority in the product roadmap.