I have multiple agents in multiple queues. I need to ensure that agents always get their primary queue calls before getting presented to the other lower queue calls.
I had Most Skilled set, but it seems it always sent the longest waiting between the skill set enabled on the agent.
Queues to Skills is one to one.
Skills to agent is one to many and different comp levels. The main queue has top comp while the rest have lower..
Please clarify the difference between these or am I off on what I'm trying to do..?