Agent availability

Agents become available when:

  • They go on queue.
  • They finish an interaction and any after-call work.
  • They answer an interaction but are not at the maximum allowed number of interactions.

As agents become available, they are added to a first-in, first-out queue.

  • When routing interactions to agents, PureCloud selects the agent that matches the configured evaluation method and has gone the longest since handling an ACD interaction.
  • Status changes and on-queue behavior do not affect agent selection.
  • Completing an outbound interaction on behalf of a queue resets an agent’s time counted for last handling of an interaction.