Hello,
I need to know how the call distribution (record distribution) is made. For example, if I have only 1 agent with 3 skills, and this agent is going to receive calls from 3 differents programs.
When the agent login to the system, which algorithm is used to select the first record to be sended to the agent? The next records to be sendend to the agent, how are these selected? Is there any priority among queues?

Regards,
Mauricio