We now have different assignment methods, which are: FIFO and LIFO. These assignment methods are only available when Assignment Tops is active.

Here's a brief description of these assignment methods:

FIFO: applies to ticket service when it is defined that the oldest tickets are those with the highest priority of attention.

LIFO: applies to ticket service when it is defined that the most recent tickets are those that have priority attention.

This configuration can be done at the company level, which means that all agents will be under the selected FIFO/LIFO configuration; likewise, you can configure it at the agent level, which will allow you to have groups of agents to handle the newest tickets and another group of agents to handle the oldest tickets.