I'm implementing OMNI channel for our cases currently and have run into a couple of issues and I wondered if anyone was familiar with them.

1. Could anyone clarify if within a queue Cases are routed in age from Oldest (from original created date) to Newest and if that's the case is there any way to change this? For example, if I have 100 items in my queue and it routes one to me as it's the oldest and I reply back to user, if the user replies to that straight away it seems to serve that case to me again. Ideally I want it to route to my agents based on the oldest since last modified. So a case which a user has just replied to us on shouldn't be considered to be a higher priority than one that has been waiting 2 days for a reply.

2. I have two queues, one of a priority of 1 and one of a priority of 2, two of my agents are members of both queues and my understanding was that they would be routed all of the work in the priority 1 queue and only if that was empty would they be routed work in the priority 2 queue - is that correct as it doesn't seem to be working that way?

3. I have an escalation rule that if one of my agents is served a case and becomes the owner, if they don't reply to it within 30 minutes then it puts it back into my high priority omni channel queue. This rule seems to work fine on cases that an agent manually assigns to themselves but where the case has been automatically served to them via omni channel it doesn't seem to fire. Is there some reason this should be the case?

Thanks for any help anyone can offer!