Genesys Cloud - Main

If we use preferred agent routing, and two or more agents have the same score, what happens? Does it follow the order in our supplied list of agents, or does the org-level 'time since last interaction' kick in? I could not find anything definitive in the resource center.

#Routing(ACD/IVR)

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Brad Murlin
Zillow, Inc.
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My understanding is that it follows the rules of ACD (Skill Proficiency, Availability time etc.)

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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