I'm not sure of the best way to go about this. I have one main queue (CSQ A) and an escalation queue (CSQ B). Tier 2 CSRs will be assigned both the CSQ A skill and CSQ B skills so that they can answer normal calls when CSQ B is empty.
The tricky part is CSQ B is not meant to be reached by outside callers and it's not referenced in the CSQ A script. The only way to get placed in that queue is when a CSR transfers to it.
Is there a way to set this up so that CSQ B calls take priority for Tier 2 CSRs over CSQ A calls?
Any help would be much appreciated.