Tiering is available to customers with advanced workflow enabled.

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.