Each tier specifies a minimum agent skill level and the time in queue at which that tier activates. When a new interaction enters the queue, only agents at or above the first tier's minimum skill level are eligible. As the interaction waits and configured time thresholds pass, the minimum skill level drops — broadening the eligible agent pool without needing to overflow to a separate skill group.

This keeps queue position and estimated wait time accurate for the caller, simplifies reporting, and ensures the most skilled available agent is presented first within the time window the organization considers acceptable.

How It Works

When an interaction enters queue, the system evaluates the current time-in-queue against the configured tiers:

• Tier 1 activates immediately (0 minutes). Only agents with a skill level at or above the tier's minimum are eligible.
• Tier 2+ activates after the defined wait time has elapsed. Agents at or above the lower minimum skill level are now also eligible.

The interaction is presented to the best available agent among the currently active tier's eligible pool, based on the skill group's routing algorithm.

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Two tier minimum requirement

The first tier is always set to 0 minutes and cannot be changed — this ensures at least one group of agents is immediately available when an interaction arrives.

Configuring Availability Tiers

The setting can be found in Voice Settings and clicking the ellipsis for Availability Tiers.

• Click Add to create a new tier
• The Skill Level is the minimum skill level that becomes eligible at this tier.
• The Time in Queue is the amount of time that must elapse before this tier activates.
  • The first tier's Time in Queue is always set to 00:00:00.

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Alternative to skill group overflow

Availability Tiers are an alternative to skill group overflow. The interaction stays in the same skill group, queue position, and estimated wait time remain consistent for the caller throughout the wait.