Prioritizing Call Center Skillsets

[mmester]

I'm wondering if there's any way to prioritize certain skillsets in the call center over others. I've looked around and can't seem to find anything, but I figured someone here might know of a trick to do this. All of the agents in our call center are on all of the skillsets. We have one skillset that gets relatively few calls but should be answered ASAP, while the calls in our high traffic skillset can wait a little longer if necessary. Ideally, I'd like to set things up so that the agents receive calls from the high priority skillset first and get calls from the busier queue only if the high priority queue is empty. Thanks.

 

[senk1s]

Excerpt:

Dynamic Agent Priority
If you use Enhanced or Professional Call Center, agents can have different priorities depending on
which skillset they are logged onto. For example, when an agent is a member of the English
skillset, their priority can be 1 because they are fluent in English. The same agent can have a
priority of 3 when they are logged onto the Spanish skillset and, a priority of 6 when they are
logged onto the German skillset.

 

[mmester]

Right, I know about agent priority, but what I'm not sure about is how that translates to skillset priority. If i set all agents to have priority of 1 in skillset A and a priority of 6 in skillset B, will calls in skillset A always be answered before calls in skillset B? I figured that whenever a call came into a skillset, it was distributed to the free agent with the highest priority, in which case agent priorities like I've described above won't work like I want. Am I mistaken?

Thanks