I pulled this screenshot from the "Intro to inbound call routing in RingCX"
The 2nd paragraph states "By default, the call is distributed through the queueing engine to the next available agent assigned to the queue"
When I read this, that makes me believe the next call goes to the rep who has been available the longest.
Is there any way to confirm the priority here or I am misinterpreting what is being said in the screenshot?
*EDIT*
So, I've been testing RCX to get more information regarding this problem. In my testing, the calls are routed to the Agent who has been available for the longest time.
I did find one exception to this rule. When an Agent goes into a non-available status (break, away, approved busy, training, ect...) the duration that they are in that status, counts towards how long that Agent has been "available"
Example: If I go lunch for 1 hour. When I return and place myself as Available, RCX will show that I've been "available" for 1 hour, so I will get priority for the first call. Otherwise, calls are routed to the longest available Agent.
James
supported this idea
·
I pulled this screenshot from the "Intro to inbound call routing in RingCX"
The 2nd paragraph states "By default, the call is distributed through the queueing engine to the next available agent assigned to the queue"
When I read this, that makes me believe the next call goes to the rep who has been available the longest.
Is there any way to confirm the priority here or I am misinterpreting what is being said in the screenshot?
*EDIT*
So, I've been testing RCX to get more information regarding this problem. In my testing, the calls are routed to the Agent who has been available for the longest time.
I did find one exception to this rule. When an Agent goes into a non-available status (break, away, approved busy, training, ect...) the duration that they are in that status, counts towards how long that Agent has been "available"
Example: If I go lunch for 1 hour. When I return and place myself as Available, RCX will show that I've been "available" for 1 hour, so I will get priority for the first call. Otherwise, calls are routed to the longest available Agent.
I hope this clears up some confusion.