Mental Block - Call prioties

[Sympology]

I've lost the plot !
All users in BOTH skillsets

Call comes in on CDN 123 assigned to skillset abc with priority 5 and queues

then

Another comes on CDN 321 asigned to skillset xyz with priority 1 and queues

Calls set to first in queue (not oldest)

Does this still count or, as they are not in the same queue, will the first call in still get answered first. Is the ony way around this to queue BOTH to the same skillset or queue.

Thanks,
Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[spanton]

calls on cdn321 will always get treated first because they have a higher priority.

 

[Sympology]

Thanks for that...wasn't sure as it was different skillsets.

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[sandyml]

Of course, that's assuming that the agents are all at the same priority level in both skillsets. Otherwise, the priority you listed is intended for when calls to both CDNs 321 and 123 are queued to the same skillset.