Does anyone have any detailed information on how an agent's idle time is used to determine how a call is routed except for the obvious that calls are routed based on who has been idle the longest?
During our Genesys Cloud implementation I was informed that there are various permutations and combinations that factor into idle time to determine how a call is routed to an agent.
Any technical information on this would be appreciated.
Thank you
#Ask Me Anything (AMA)
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Heena Patel
SAGE GLOBAL SERVICES LIMITED
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