diversion

It's the second option, Priority is only used when queueing to the same skillset.
Moreover, priority is used only when calls wait for an Idle agent.
A call "A" entering the system to xxx:00, queued to skillset "1" w/ priority 6 and a call "B" entering to xxx:01, queued to sks "1" w/ pty 1, if there is an Idle agent when the call "A" is queued, it will be presented to this agent and the call "B" will wait. But if both have to wait, the call "B" will be answered before "A".
If all agents have the same skillset and no priority difference, you should use only one.

her1

Thank you for the reply - that is what I was thinking as well. However in doing some research - I found info to indicate otherwise in a training manual from the Nortel SCCS Admin/Reporting training class. It states in regards to "Mulitple Pending Request Queue Order"
When an agent is eligible to answer calls from multiple pending request queues (skillsets), the following rules are used to find a single queue request from all skillsets that the agent qualifies for:
-Highest call priority request
-Highest skillset wait time (FIFO)
Note: Both rules are accomplished by looking at the front of each applicable pending request (skillset) queue that the agent qualifies for and comparing the values for the pending requests.

So it would appear that the multiple skillset calls waiting for an agent to become idle will be answered based on their call priority regardless of which one entered the queue first. They also have a visual example in the documentation to show how this works.

Thanks