Reset an agent’s routing score after presence changes

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. Change of presence can occur in any of the following scenarios: When an agent logs back in from a break and goes on queue or when an agent, who ignores an alert for an incoming conversation is moved to ‘Not Responding’ status, goes on queue.

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 handled interaction. Handling a conversation includes the following two distinct events: assignment of conversation to the agent and disconnection of the conversation by the agent.

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

1. Click Admin.
2. Under Account Settings, click Organization Settings.
3. Click Menu > Account > Organization.
4. Click the Settings tab.
5. Under Contact Center, enable Routing Includes Agent Presence.
   Note: This setting does not affect the agent selection process for routing replies to emails and messages. They are routed to the last agent by default.
6. Click Save.