Each algorithm applies a different delivery logic based on agent availability, skill level, idle time, or a combination of factors. The algorithm is configured per skill group, so different queues can operate under different strategies based on operational needs.

Most Idle

Interactions are delivered to the agent who has been idle the longest. Idle time is measured from the moment an agent last became available.

The following states are not counted toward idle duration:

• Not Ready (NR)
• Do Not Disturb (DND)
• Skill Group Login

Most Idle distributes workload evenly across a team without factoring in skill level. It is best suited for teams where agents are similarly capable and balanced utilization is the priority.

Circular

Interactions rotate round-robin through all agents assigned to the skill group. The agent with the highest skill level receives the first interaction; subsequent interactions cycle through agents in order from that starting point.

When agents share the same skill level, the rotation order is alphabetical. Each new interaction is offered to the next agent in the rotation based on who last received one.

Circular is well suited for teams where agents are similarly capable and even distribution is preferred over skill-based prioritization.

Linear

Interactions are always delivered to the highest-skilled available agent first. If two agents share the same skill level, idle time is used as a tiebreaker — the agent who has been idle longer receives the interaction.

Linear acts as a strict priority list: higher-skilled agents absorb the majority of interactions, and lower-skilled agents serve as fallback only when higher-skilled agents are unavailable. This algorithm is well-suited for teams where experience level varies and the most skilled agents should handle the bulk of traffic.

Intelligent Highest First

Intelligent Highest Skill First extends Linear by also considering an agent's membership and skill level across all other skill groups — not just the one receiving the interaction. The goal is to route interactions away from agents whose availability is most critical to other skills.

The algorithm selects an agent using the following priority order:

1. Highest skill level in the receiving skill group. If tied, proceed to step 2.
2. Least collateral damage — the agent whose removal has the smallest impact on other skills. Collateral damage is calculated by multiplying each skill's priority by the agent's skill level in that skill, then summing those values across all skills the agent belongs to. The agent with the lowest total is preferred. If tied, proceed to step 3.
3. Longest idle time among remaining tied agents. If still tied, proceed to step 4.
4. Random selection among remaining tied agents.

This means that when two agents are equally skilled in the receiving skill, the one with less critical membership in other skills will receive the interaction — preserving the more versatile agent for higher-priority queues.

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Best Suited

This algorithm is best suited for contact centers where agents participate in multiple skills with varying levels of expertise and where preserving coverage across skills is a priority.

No Routing Algorithm

Interactions are not automatically delivered to any agent. This algorithm is reserved for skill groups used as IVR destinations — interactions enter the skill and are held until a menu selection or IVR action routes them to another destination.

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How not to use

Do not assign this algorithm to a skill group intended to deliver interactions directly to agents. Interactions will queue indefinitely without agent presentation.