Agent rank

Agent rank is a priority number attached to an agent inside an inbound Ingroup. When a call is waiting and several agents are free, VICIdial can offer it to the higher-ranked agent first. It is a simple way to say some people should get the call before others.

Rank only matters when the Next agent call method is set to use it. Some methods spread calls evenly or favor the longest-idle agent; the rank-based methods read this number and weight their choice toward it. So rank and the call distribution method work as a pair, not on their own.

People reach for rank to keep their best closers busy, to favor senior agents on a tricky queue, or as one layer inside Skills-based routing. A higher rank often goes to whoever shows up strongest in your Agent performance reports, helping nudge your First-call resolution up. You set rank per agent per ingroup, so the same person can be top priority on one queue and ordinary on another within a User group.

Use rank lightly. If you pile every call onto two top agents they will burn out while everyone else waits idle, and your numbers will eventually slide. A small gap between ranks is usually enough to give your strongest people a gentle edge without starving the rest of the team.