Balanced Routing Enhancement

I would love if we could have more flexibility to balanced routing. It would be great if we could control priority to determine who should get the next open conversation. For example, right now when there are multiple eligible teammates for the same team inbox, conversations are assigned to the teammate with the fewest open conversations. However, I’d like to use custom roles to determine priority. We have Sr. and Jr. team members and I’d love to make sure the Jr. team members if they have capacity are prioritized first before the Sr. team members. Our Customer Success team handles both Support and Implementations so Sr. team members may be wrapped up in additional projects outside of Intercom. I’d prefer if we didn’t have to set up different teams for Sr. or Jr. team members to control conversation assignment, but is that the only method right now to achieve this?