Calls holding for One skill and two separate virtual queues

[CBlount]

I want to make sure my assumption is accurate. For calls holding in two separate virtual queues targeting the same skillset, unless priority has been defined those calls should be handled based on time holding? Is that an accurate statement?

I have two queues, we'll call them VQ_CustomerA and VQ_PlanSponsorA. The caller is different but the skillset to handle them is the same. If I have 6 calls holding between the two queues I would expect 1 agent to handle them in this order.

CustomerA hold time 8 minutes
CustomerA hold time 7 minutes
PlanSponsorA hold time 6.5 minutes
CustomerA hold time 6 minutes
PlanSponsorA hold time 4 minutes
PlanSponsorA hold time 3 minutes

[kubikle]

Yes if functions like Priority, PriorityTunning, options like use_service_objective not used.

Placing some of calls in "not routable" state can affect the order too (for example call is not routable during executing of some standalone treatment block in strategy).

[cavagnaro]

For me VQs are only used for Statistics purposes, not Routing purposes. So the VQ you declare on a target is used to know how many calls of a kind are arriving to your agent group effectively.
So for what I understand you have 2 types of customers on 2 different RPs but targeting to same AG, right?
As kubikle said, if no priorities are established on the strategy then yes, longest call is attended first. You can check URS logs to be sure.

[MarkComplete]

I might be wrong here, but if you don't specifically call out a statistic to use for choosing your target, Genesys will default to using StatAgentLoading. By most accounts, it would still select the agent who is in available the longest but you still might want to set a statistic or at least read up on StatAgentLoading if you are concerned that calls are not routing as expected.

[cavagnaro]

That is on agent select side, his question goes about calls queued on different Queues but with same GA as target, the other side of the coin