Longest Avaiable Agent. Webex Contact Centre Release 1.0

[MaheshMistry61874]

Hello,

Can you inform on how the "Longest Avaiable Agent" time is calculated in Queue Routing Type for Telephony.

Customer wants to know when the timer starts for an Agent once they have made themselves by changing their status to being "Available".

For example, there are two Agents logged in. Agent #1 is on a call and Agent #2 is Available. When Agent#1 ends the call, the next Incoming Call should go to Agent #2. Correct?. As they have been Longest Available?.

[mlipshutz]

this is correct. However, if you have multiple Queues, whenever Agent1 ends their call in Q1, they could be the Longest available in Q2 and thus immediately get another call from Q2.