Calls should be received exactly in the way a queue or line works. If 3 agents are available and 4 are on other non-call related tasks - the calls should just cycle through the available 3 agents. So the agent at the top of the line gets the first call and once they complete their call, they go to the back or end of the line/queue. Anyone returning from unavailable to available gets put at the end of the queue and the system simply cycles through available agents in turn.
Gia
supported this idea
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Calls should be received exactly in the way a queue or line works. If 3 agents are available and 4 are on other non-call related tasks - the calls should just cycle through the available 3 agents. So the agent at the top of the line gets the first call and once they complete their call, they go to the back or end of the line/queue. Anyone returning from unavailable to available gets put at the end of the queue and the system simply cycles through available agents in turn.