We are having calls being routed in an unexpected manner. Here is the scenario:
Two queues setup
Agent1 is member of both queues but have a comp. level of the following for each:
Q1 = 5
Q2 = 8
Agent2 is member only Q1 with competency level of 5.
So let's say both agents are currently in a talking state and calls are waiting in both queues. If agent1 becomes available he will be presented Q1 instead of Q2 calls if they have been in the queue longer. We expected that since he is highest skill set for Q2 and both queues are set to Most Skilled routing, that he would receive a Q2 calls until that queue was clear. What seems to be happening is that he receives the oldest call from either queue, regardless of skill level.
Any idea what is happening or a way to restructure to get the desired behavior of Agent1 getting Q2 calls when present before taking any Q1 calls?