UCCX priority of Queued time vs. skill level

[damianbond]

I have a question about how UCCX delivers call  to a newely available agent.

Scenario 1:

If there are two calls in queue one is in  CSQ A and one is in CSQ B, both have been on hold for exactly the same time. No agents are in ready status and I have a skill of 8 for the CSQ A  and skill of 5 for the CSQ B and I make myself ready. What call will I be delivered first?

Scenario 2:

If there are two calls in queue one is in  CSQ A and one is in CSQ B, and the call in CSQ B has been there longer. No agents are in ready status and I have a skill of 8 for the CSQ A  and skill of 5 for the CSQ B and I make myself ready. What call will I be delivered first?

I know I need to probably supply more config or version info on this topic. I am a newbie to cisco voip and uccx so just let me know what I need to supply.

Here is some version info, idk if it is what is needed here

Cisco Application Administration - 7.0(1)SR05_Build504

Cisco Unified CM Administration   System version: 7.1.3.32900-4

Thanks.

[Rob Huffman]

Hi Damian,

You should probably try this post over in the "Contact Center" portion of these forums

I'm sure someone there will be able to provide an answer to this query

https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center?view=discussions

Cheers!

Rob