Genesys Cloud - Main

I've read all the Genesys information on Queues, skills and how an agent is selected.   I'm having a different issue.  I have multiple queues that deliver to a small pool of agents.   The agents all have the same skill level for each queue, and they are equal between queues  ( say 4 stars of skill for every agent, every queue)

My example of the issue:

When all agents are on interactions, I have a call waiting in queue A for 2 minutes.   I have a call waiting in queue C for 5 minutes.   When an agent becomes available, the call in queue A is routed first, even though the call in queue C has been waiting longer.  During busy times, if calls keep coming into queue A, the queue C call continues to wait. 

For all the world, it looks like it's delivering in alphabetical order by queue.

How can I fix this, please?

Thanks, 
Kellie.

Hi Kellie,

Sounds like there might be priority set in the flow that transfers calls to queue A.

What routing method are you using on the queues?

I've read all the Genesys information on Queues, skills and how an agent is selected.   I'm having a different issue.  I have multiple queues that deliver to a small pool of agents.   The agents all have the same skill level for each queue, and they are equal between queues  ( say 4 stars of skill for every agent, every queue)

My example of the issue:

When all agents are on interactions, I have a call waiting in queue A for 2 minutes.   I have a call waiting in queue C for 5 minutes.   When an agent becomes available, the call in queue A is routed first, even though the call in queue C has been waiting longer.  During busy times, if calls keep coming into queue A, the queue C call continues to wait. 

For all the world, it looks like it's delivering in alphabetical order by queue.

How can I fix this, please?

Thanks, 
Kellie.