I can't remember the specifics, it's in the documentation but it's usually like this, assuming longest available:   Call arrives and it's queued to various SGs. Agent who has both skills goes available, first SG gets the call. Multiple calls arrive and are queued to various SGs. Agent who has a single skill goes available, longest call in SG goes to agent. Calls arrive and are queued to various SGs with various priorities. Agent with a single skill goes available, call with highest priority goes to agent.   I would first check that you don't have any priorities and if you do check if you're getting so many priority calls that non-priority calls are not being handled. Second, look at your handle times and ASA and try to only change priority of calls after they have been in queue for X time. This will give everyone an equal opportunity to be handled during you ASA window. However, if you have too many priority calls then this will not work and you should have a dedicated group of agents juts for them.   There are a few other things you can do, but this thing will get too long.   david ... View more