To which agent is the call directed when priorities are equal?

In case the agents will have the same priorities, calls can be routed according to three modes:

  • longest available - calls are routed to the agent who has not had a call in the queue for the longest time,
  • round robin - calls will be routed one by one to each agent within the queue,
  • ring all - the phone rings at everyone and the one who answers will receive the call.

The choice of mode is made at the time of creating the queue.


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