To promote an agent in a queue, click on the arrow icon on the far left side of the agent row. This will present a dialog window where the agent’s Effective Position can be modified. An agent can be promoted up or down by typing in a new position number or by using the up/down arrows. Once a new position number has been entered, click Save to change the agent’s position number. As stated in the dialog window, position changes may not display immediately and there may be up to a minute delay to see the position change.