Fewest Agents Routing

Fewest Agents Routing

Fewest Agents Routing has been added to chat Deltacast configuration. Fewest Agents Routing keeps busy agents engaged while preserving idle agents for future workload spikes.

Administrators:

• The following new settings are available at Settings > Operation Management > Routing > Chat Routing > Deltacast Routing Logic:

Longest Idle Routing to distribute workload equally between agents. This is the same as the previous default routing behavior. • Fewest Agents Routing to maximize utilization and call availability. This is the new routing behavior that concentrates new chats on busy agents.

For more information, see Deltacast routing logic for chat.