Genesys Cloud - Main

Hi,

Apologies if this is the wrong place or answered before, but we have a voice channel and we would like to route to the agent that had been in the IDLE time the longest.

Our current routing takes into consideration when the agent last took a call, but for this queue, we need to just route to the agent that has been on IDLE the longest.

Any suggestions?

Thanks

#Routing(ACD/IVR)

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Alastair

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Hi Alistair,

There's an organisation wide setting to route based on presence instead, but if you only need it for one queue you could build a preferred agent list based on their IDLE time.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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