Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Route to agent based on Longest Idle time

    Posted 11-03-2023 07:51
    No replies, thread closed.

    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)

    ------------------------------
    Alastair

    ------------------------------


  • 2.  RE: Route to agent based on Longest Idle time

    Posted 11-04-2023 12:44
    No replies, thread closed.

    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.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


Related Content