Enhance agent utilization and engagement with least active routing
Least active routing is an assignment strategy that helps organizations maximize agent utilization and engagement. It assigns work to agents based on when they end their last conversation, allowing agents who are working on longer or more complex conversations to take a break while distributing new conversations to other agents. This improves workforce utilization and engagement. The least active routing assignment method is currently available for voice channel queues and can be used as an "Order by" condition in custom assignment methods. Organizations can also build custom reports to monitor an agent's last capacity release time using the data available in the Dataverse entity 'msdyn_agentchannelstateentity'. To learn more about least active routing, refer to the provided documentation.
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