We would need a solution that adress "prefered agent routing" where the prefered agent can be found in the CRM for instance.

Use case : account manager would be the prefered agent based on the customer who call.

At that point, it needs personnal queues set-up for all agent and it's confusing statistics.
A new queue event based on an IVR token/variable would be the best fit in my opinion. Maybe some kind of automatic personal queues that would be easier to manage and create than the existing queue would fit as well (close but not identical to request https://ideas.ringcentral.com/forums/958511-initial-se-workspace/suggestions/48115487-agent-personal-queue-easy-ui-feature).

A 900 RingCX users opportunity (323 892 € 12M pipeline attached) is requesting this use case => https://rc.lightning.force.com/lightning/r/Opportunity/006Hr00001OK5ByIAL/view