I am coming from an Avaya shop and are missing some of the functionality that I am used to.  How does Cisco translate these into their terminology? - I need to be able to mirror multiple agents to a single agent skilling- I want to create scripts wit...

Two agents available with a prioritized call in queue.- 1 agent with a proficiency of 10 - 1 agent with a proficiency of 5 but available longer than agent 1 Which agent will receive the call?  In other words- does prioritization or proficiency win?