Route calls to agents who are least active

Important

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Enabled for	Public preview	Early access	General availability
Admins, makers, marketers, or analysts, automatically	-	-	Oct 31, 2023

Business value

Organizations can route phone calls to agents who have been least active for the longest duration to ensure better use of agents, improved customer satisfaction, and better agent engagement, as agents are well rested between calls.

Feature details

The Most idle assignment method for the voice queues, that assigns work items to agents who are idle (or least active) for the longest period, was previewed in October 2022. Now, this capability will be generally available with the name Least Active routing. The functionality remains unchanged from its public preview version.

Least Active will be the default assignment method for new voice queues. The selection for existing voice queues will remain unchanged.

See also

Enhance agent utilization and engagement with least active routing (blog)

Types of assignment methods (docs)