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Skills-Based Dialing and Call List Sorting

Sorting is done first, and then the contact list cache is broken up by skill. This means that skills take priority over sorting. For example, consider a sort criterion of attempts ascending, and skills A and B. The call list cache would look like this (where the numbers 0, 1, and 2 are the attempts count for each record):

Initial Cache
SKILL A		SKILL B
A T T E M P T S	0	A T T E M P T S	0
	0		0
	0		0
	0		0
	1		1
	1		1
	1		1
	1		1
	2		2
	2		2
	2		2
	2		2

If there are more Skill A agents than Skill B agents (and thus Dialer will be dialing through the Skill A records faster) then after a while of dialing the cache might look like this:

SKILL A		SKILL B
A T T E M P T S	2	A T T E M P T S	0
	2		1
	2		1
			1
			1
			2
			2
			2
			2

Consequently, Dialer will be dialing Skill A records that have an attempt of 2, while also dialing Skill B records that have attempt of 0. While this snapshot may appear to violate the criteria, Dialer is adjusting to the staffing as intended for this scenario.