In LiveAgent Admins can choose if Agents can answer tickets from the "All tickets" list or if they can only answer tickets from the "To solve" button.
The "To solve" button makes sure that no tickets are missed, and agents answer tickets that are sorted by priority or SLAs.
Admin or Agent (if allowed) can turn on/of solving/receiving:
If solving tickets is turned on, the "To solve" button (next to your profile name and picture) will be automatically shown with the number of tickets that are waiting for Agent to be answered.
Moreover, Admin can define the "To solve" button to show the most important tickets that have to be solved as soon as possible. They can be sorted in order by specifying the ticket priorities, time, SLAs.
Defines the order of tickets in the "To solve" queue.