If enabled for your account, you can configure equal call distribution. Instead of Vonage Contact Center routing inbound calls interactions to agents who have been waiting longest, with equal call distribution, Vonage Contact Center routes calls either randomly or to the agent who has been waiting longest since their last inbound call. For more information about equal call distribution, see Call distribution.
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Configuring skills is optional. If you do configure skills, Vonage Contact Center routes calls interactions to agents according to the configured skill requirements. If two, or more, agents with identical skills are available, Vonage Contact Center routes the call interaction either randomly or to the agent who has been waiting longest since their last inbound callinteraction. You can also choose to not use the equal call distribution feature and Vonage Contact Center will route calls interactions to the agent who has been waiting longest since any interaction.
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