Contact Center Calls Not Routing to Longest Available Agent

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Question

Why is the call not offered to the agent who has waited in available status the longest?

Applies To

Agent Workspace

Answer

Idle time takes into account the time since the agent took their previous call. This means that idle time also includes post processing time, working offline time, etc. So if agent A was on working offline for 10 minutes and then went into available status, and agent B had just gotten off a call and then went to available, the call will route to agent A since it has been 10+ minutes since he took a call.