The following permissions:

  • Routing > Settings > Edit
  • Routing > Settings > All Permissions

As an administrator, you can specify that all queue routing methods use changes in an agent’s presence to reset the ACD routing score.

With each presence change, the agent’s internal routing score resets, placing the agent at the back of the queue. When the agent logs in and goes on queue, their score resets and the counter begins running to determine when the next interaction routes to them.

As a result, interactions route to the agent that is in idle or available status for the longest amount of time. By default, interactions route based on the time since an agent’s last interaction.

To reset an agent’s routing score after presence changes:

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click the Settings tab.
  4. Under Contact Center, enable Routing Includes Agent Presence.
  5. Click Save.