I have two skill groups (A and B), and there is a dedicated agents for A and a shared agents between B and A (same agents in B are existed also in A also). How can I let the calls that come to skill group A to go first for the agents dedicated for the skill group A and if there is none of these dedicated agents for A are available then to go for the shared agents which are existed in A and B?
I need to do this because I am considering the dedicated agents for skill group A are more expert than those are in skill group B (who are also shared between B and A), so I need calls to go firstly for the expert agents (the dedicated for A) and if all experts are busy, then to use the shared (those who are shared between A and B).
Simple, remove the agents from A that are in B and leave then in B. Next, when you queue use the consider if field of the queue to skill group node. Queue A first and only queue B if there are no agents available in A.