RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.