Route calls to agents who are idle for longest duration
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | 
Oct 20, 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.
See also
The right work assignment method can improve agent satisfaction and utilization (blog)
Types of assignment methods (docs)