who gets the next call if all agents have the same skillset in the same queue? We had thought it went to the agent who has been on ready for longest but it seems to go to an agent who has just came off a busy code. Where can this setting be adjusted?
In Converse CX, calls are not distributed purely based on who has been in “Ready” the longest. The routing engine follows a more structured sorting logic.
Once an interaction reaches the front of the queue, the system does the following:
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Builds a list of eligible agents (logged in, correct skills, not on a busy code, etc.).
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Sorts those agents using multiple criteria, in this order:
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Skill proficiency for the required skill
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(Optional) least versatile agent setting
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Number of active interactions
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Time since the agent last completed an interaction
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That last point is the key to what you’re seeing. The system prioritises agents based on how long it has been since they last handled an interaction, not how long they’ve been sat in Ready.
You can find more information about how interactions are routed in the online help article:
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Thanks for clarifying and reminding me of that @JonathanGunner. I’ve missed that last one too.
Just so I’m clear @JonathanGunner
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Joe finished dealing with has last call 10 mins ago and has been Ready for 10 minutes.
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Mary finished her call 25 mins ago and then went on a break and has only been Ready for 5 mins
Converse will allocate the next call to Mary as it is longer since she handled an interaction.
I think that’s what you’re saying.
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Other Jonathan here - Your interpretation is correct 
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Thanks @JonathanRedsell