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You would use skills for that (priority is a weighting for interactions, skills is a weighting for agents).There is a checkbox on the ACD tab under "options" called "Use Available time in skills calculation" on each workgroup. If you uncheck this, the system will only use available time as a tiebreaker between agents with the same skill proficiency.So, you'd specify the skill for the interaction in your IVR and have your agents configured with the skill in the target workgroup. The higher proficiency in that skill, the agent would be offered the calls first assuming they are available.The proficiency value in the skill adds to the agent score, so the higher this value is, the closer to the "front" you are moving the agent, and the lower it is, the closer to the "back" you are moving the agent. I know this is opposite of a lot of other systems, but it directly relates to how agent score is calculated in the system.Hope that helps.
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