The Set Priority Rank node allows you to control the order in which cases are assigned to agents within the same work queue. When multiple cases are waiting to be assigned and agents already have active work, the system uses Priority Rank to determine which case should be assigned first. Cases with a higher priority rank are prioritized for assignment, regardless of when they were created. This ensures that more critical issues are handled ahead of lower‑priority ones.

Configure the Set Priority Rank Node

Use the following fields to configure the node:

• Name: Enter a descriptive name to identify the node within the Guided Workflow.

• Priority Rank: Specify a numeric value between 1 and 100 to define the case priority.

  • Higher values indicate higher urgency.

  • Cases with higher priority ranks are assigned before lower‑ranked cases, even if they were created later.

Dynamic Priority Configuration (Optional)

• Dynamic Input Type: Enable the Dynamic Input Type toggle to determine the priority rank at runtime using a variable.

  

  Note: If the Dynamic Input Type toggle is enabled for priority rank, you can select a dynamic variable to determine the value at runtime. A static value can also be configured as a fallback, which will be used only if the selected dynamic variable fails to resolve or is undefined during execution.