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- Agent waiting longest since any interaction. This method is the default method of call distribution and works the same as if equal call distribution is not enabled for your account. If two agents have identical skills, the longest waiting of those agents gets the call. If you don't want to use equal call distribution, use this method.
Agent waiting longest since last inbound callinteraction. Vonage Contact Center selects the agent who has been the longest without an inbound call and is available to answer the call. If enabled for your account, Vonage Contact Center disregards personal calls in the calculation.
Note The time since an agent's last inbound call is never reset. So, when an agent logs in, their last inbound time from when they were last logged in applies. If an agent logs out for a significant period of time—for example, if the agent goes on holiday—Vonage Contact Center is quite likely to route the next inbound call to them when they next log in as their last inbound call will be longest ago.
When you create a new agent, the time since the agent's last inbound call is set to the time of agent creation. As a result, the agent will have to wait until all other agents have received an inbound call before Vonage Contact Center routes an inbound call to them.
- Random. With random call distribution, Vonage Contact Center allocates the calls on a random basis to available agents.
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