Tiering is available to customers with advanced workflow enabled.
Tiering allows you to prioritize which agents in a group should be the first to receive a chat, and which agents should only receive chats in the event of overflow. Chats in lower tiers will wait the full queue wait timeout before agents in the next tier see the alert for that chat.
To configure tiers, go to Account Settings > Workflows > Tiers (https://app.velaro.com/#/admin/workflows/tiers).
Each group has 10 tiers that can be set up and used in routing configuration workflow rules.
To add an agent to a tier, first add the agent to the group and then move the agent to the desired tier. Be sure to select the intended group from the drop-down menu.
You can drop and drag agents from one tier to another.