We have Cisco CRS ver. 3.1(3) IPCC Express with multiple CSQs and have agents inside them with multiple skills. The problem is that some queued calls with a lower priority are given to an agent before a higher priority one.
Example: We had 5 calls holding in the General Customer Service queue and 2 in Retail queue. The Retail agents have an "1" priority for General Customer Service and a "5" priority for Retail calls. Whenever a Retail agent was available for a call, the General call went to the agent before the Retail one.
Do you know why this is happening and what is the remedy? Thanks