It seems there is an requirement that the agents should have a relatively quick access, has any one done any thing in design w.r.t , may be a fast lane reader etc etc. Please share some details if yes or is it just a statement and will naturally happen because other users are assumed to access thr slower hardware.
As far as I can it seems that there is a requirement for the agents to have faster access than the web users, but if you read on the "hard requirement" is that access time never exceeds 5 secs end to end and that web access never exceeds 10 secs.
I would think that one could assume that agents connections are fast and therefore would have no download latency, say, 1 sec worst case, and that communication with transaction processing backend is 3 secs worst case ( as per SLA ) that gives you two secs for processing each request. Using exactly the same backend would give the web users 6 seconds for downloading the rendered html on a 28.8 which sounds reasonable to me.
I expect that there are no need for prioritising agent initiated processing.