Route calls to agents who are idle for longest duration

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically Oct 2022 - -

Business value

Organizations would like to route phone calls to agents who have been idle for the longest duration to ensure better utilization of agents, improved customer satisfaction, and better agent engagement as agents are well rested between calls.

Feature details

With this feature, administrators will be able to:

  • Configure their voice queues to use the Most idle assignment method that'll assign work items to the agent who has been idle for the longest period.
  • Configure their custom assignment methods to sort the matching agents in the order of their idle times on the voice channel.

Most idle routing as a new assignment method.