Issue Summary:
Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

Current Behavior:
RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

Expected Behavior:
RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

Troubleshooting Performed:

Reviewed “Agent State Change Raw” in RingCX Analytics.

Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

Verified that calls were not routed to the agent with the longest AVAILABLE duration.

Client Need / Requested Enhancement:
The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

Requested Action:
Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

Refer to:
SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563