diff --git a/twilio-iac/helplines/ca/common.hcl b/twilio-iac/helplines/ca/common.hcl
index dc82faab6d..5550202afd 100644
--- a/twilio-iac/helplines/ca/common.hcl
+++ b/twilio-iac/helplines/ca/common.hcl
@@ -27,15 +27,15 @@ locals {
         "target_workers" = "routing.skills HAS 'KHP English' OR routing.skills HAS 'KHPEN'",
         "friendly_name"  = "KHP English"
       },
-      khp_fr : { "target_workers" = "routing.skills HAS 'KHP French'",
+      khp_fr : { "target_workers" = "routing.skills HAS 'KHP French' OR routing.skills HAS 'KHPFRsk'",
         "friendly_name"           = "KHP French"
       },
       ab211_en : {
-        "target_workers" = "routing.skills HAS 'AB211En'",
+        "target_workers" = "routing.skills HAS 'AB211En' OR routing.skills HAS 'AB211ENsk'",
         "friendly_name"  = "AB211 English"
       },
       ab211_fr : {
-        "target_workers" = "routing.skills HAS 'AB211Fr'",
+        "target_workers" = "routing.skills HAS 'AB211Fr' OR routing.skills HAS 'AB211FRsk'",
         "friendly_name"  = "AB211 French"
       },
       g2t_ns_en : {
@@ -55,15 +55,15 @@ locals {
         "friendly_name"  = "Good2Talk ON French"
       },
       g2t_int : {
-        "target_workers" = "routing.skills HAS 'G2TONTr'",
+        "target_workers" = "routing.skills HAS 'G2TONTr' OR routing.skills HAS 'G2TONTRsk'",
         "friendly_name"  = "Good2Talk Interpreter"
       },
       interpreter_en : {
-        "target_workers" = "routing.skills HAS 'KHP Interpreter' ",
+        "target_workers" = "routing.skills HAS 'KHP Interpreter' OR routing.skills HAS 'KHPINTsk'",
         "friendly_name"  = "KHP Interpreter"
       },
       interpreter_fr : {
-        "target_workers" = "routing.skills HAS 'French Interpreter' ",
+        "target_workers" = "routing.skills HAS 'French Interpreter' OR routing.skills HAS 'FRINTsk'",
         "friendly_name"  = "French Interpreter"
       },
       supervisor : {
@@ -75,15 +75,15 @@ locals {
         "friendly_name"  = "Training"
       },
       chat_en : {
-        "target_workers" = "routing.skills HAS 'Chat English'",
+        "target_workers" = "routing.skills HAS 'Chat English' OR routing.skills HAS 'CHATENsk'",
         "friendly_name"  = "Chat English"
       },
       chat_fr : {
-        "target_workers" = "routing.skills HAS 'Chat French'",
+        "target_workers" = "routing.skills HAS 'Chat French' OR routing.skills HAS 'CHATFRsk'",
         "friendly_name"  = "Chat French"
       },
       indigenous : {
-        "target_workers" = "routing.skills HAS 'Indigenous/Interpreter'",
+        "target_workers" = "routing.skills HAS 'Indigenous/Interpreter' OR routing.skills HAS 'INDINTsk'",
         "friendly_name"  = "Indigenous/Interpreter"
       },
       "988_en" : {
diff --git a/twilio-iac/helplines/ca/templates/workflows/master.tftpl b/twilio-iac/helplines/ca/templates/workflows/master.tftpl
index 483c772c90..ca120c900b 100644
--- a/twilio-iac/helplines/ca/templates/workflows/master.tftpl
+++ b/twilio-iac/helplines/ca/templates/workflows/master.tftpl
@@ -72,14 +72,16 @@
           "expression": "((to IN [${join(", ", formatlist("'%s'", phone_numbers.khp))}] OR to IN [${join(", ", formatlist("'%s'", phone_numbers.ab211))}] OR to IN [${join(", ", formatlist("'%s'", phone_numbers.g2tns))}]) AND interpreter CONTAINS \"fr\")",
           "targets": [
             {
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)",
-              "priority": 4,
-              "timeout": 1500,
-              "queue": "${task_queues.interpreter_fr}"
+                "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.routing.levels.FRINTsk > 4) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
+                "order_by": "worker.routing.levels.FRINTsk DESC",
+                "timeout": 210,
+                "priority": 4,
+                "queue": "${task_queues.interpreter_fr}"
             },
             {
               "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
               "priority": 4,
+              "order_by": "worker.routing.levels.FRINTsk DESC",
               "queue": "${task_queues.interpreter_fr}"
             }
           ]
@@ -89,14 +91,16 @@
           "expression": "(to IN [${join(", ", formatlist("'%s'", phone_numbers.khp))}] AND interpreter CONTAINS \"indigenous\")",
           "targets": [
             {
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)",
-              "priority": 4,
-              "timeout": 30,
+                "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.routing.levels.INDINTsk > 4) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
+                "order_by": "worker.routing.levels.INDINTsk DESC",
+                "timeout": 210,
+                "priority": 4,
               "queue": "${task_queues.indigenous}"
             },
             {
               "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
               "priority": 4,
+                "order_by": "worker.routing.levels.INDINTsk DESC",
               "queue": "${task_queues.indigenous}"
             }
           ]
@@ -152,15 +156,10 @@
           "filter_friendly_name": "KHP French",
           "expression": "((to IN [${join(", ", formatlist("'%s'", phone_numbers.khp))}]) AND language CONTAINS \"fr-CA\")",
           "targets": [
-            {
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)",
-              "priority": 5,
-              "timeout": 1500,
-              "queue": "${task_queues.khp_fr}"
-            },
             {
               "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
-              "priority": 5,
+              "priority": 8,
+              "order_by": "worker.routing.levels.KHPFRsk DESC",
               "queue": "${task_queues.khp_fr}"
             }
           ]
@@ -170,14 +169,16 @@
           "expression": "(to IN [${join(", ", formatlist("'%s'", phone_numbers.khp))}] AND interpreter CONTAINS \"main\")",
           "targets": [
             {
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)",
-              "priority": 4,
-              "timeout": 30,
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.routing.levels.KHPINTsk > 4) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
+                "priority": 4,
+              "order_by": "worker.routing.levels.KHPINTsk DESC",
+              "timeout": 210,
               "queue": "${task_queues.interpreter_en}"
             },
             {
               "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
               "priority": 4,
+              "order_by": "worker.routing.levels.KHPINTsk DESC",
               "queue": "${task_queues.interpreter_en}"
             }
           ]
@@ -219,13 +220,15 @@
           "targets": [
             {
               "queue": "${task_queues.g2t_int}",
-              "priority": 5,
-              "timeout": 30,
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)"
+              "priority": 4,
+              "timeout": 210,
+              "order_by": "worker.routing.levels.G2TONTRsk DESC",
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.routing.levels.G2TONTRsk > 4) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
             },
             {
               "queue": "${task_queues.g2t_int}",
-              "priority": 5,
+              "priority": 4,
+              "order_by": "worker.routing.levels.G2TONTRsk DESC",
               "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
             }
           ]
@@ -267,7 +270,15 @@
             {
               "queue": "${task_queues.ab211_en}",
               "priority": 3,
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
+              "timeout": 210,
+              "order_by": "worker.routing.levels.AB211ENsk DESC",
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.routing.levels.AB211ENsk > 4) AND ('Hold for Transfers' NOT IN worker.routing.skills)"            
+            },           
+            {
+              "queue": "${task_queues.ab211_en}",
+              "priority": 3,
+              "order_by": "worker.routing.levels.AB211ENsk DESC",
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND 'Hold for Transfers' NOT IN worker.routing.skills"
             }
           ]
         },
@@ -278,6 +289,7 @@
             {
               "queue": "${task_queues.ab211_fr}",
               "priority": 6,
+              "order_by": "worker.routing.levels.AB211FRsk DESC",
               "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
             }
           ]
@@ -299,13 +311,22 @@
             {
               "queue": "${task_queues.chat_en}",
               "priority": 1,
-              "timeout": 600,
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)"
+              "timeout": 210,
+              "order_by": "worker.routing.levels.CHATENsk DESC",
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.routing.levels.CHATENsk > 4) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
+            },
+            {
+              "queue": "${task_queues.chat_en}",
+              "priority": 1,
+              "timeout": 390,
+              "order_by": "worker.routing.levels.CHATENsk DESC",
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
             },
           {
               "queue": "${task_queues.chat_en}",
               "priority": 2,
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)"
+              "order_by": "worker.routing.levels.CHATENsk DESC",
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
             }
           ]
         },
@@ -316,7 +337,8 @@
             {
               "queue": "${task_queues.chat_fr}",
               "priority": 5,
-              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)"
+              "order_by": "worker.routing.levels.CHATFRsk DESC",
+              "expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)"
             }
           ]
         }