Preference Handling Distribution enables an agent to take calls based on either skill level or greatest need.

If an agent’s call-handling preference is by skill level, the agent receives the call that requires the skill for which the agent’s skill level is highest.

If an agent’s call-handling preference is by greatest need, the agent receives the highest-priority, oldest call waiting that requires any of the agent’s skills.

It is recommended that in any skill, all agents have the same call handling preference. This ensures the most consistent distribution of calls by either greatest need or skill level.