If multiple agents are available when a call comes in, to whom is the call routed, assuming their skills are the same?

The call is routed to the agent who has been available the longest because this routing strategy is typically designed to balance the workload among the available agents. In environments where agents have similar skills, prioritizing the agent with the longest wait time helps ensure that all agents have the opportunity to engage with customers, thereby promoting equitable distribution of calls.

This approach also helps prevent agent burnout by allowing agents who have been available for a longer duration to receive calls, ensuring that they are not left without interactions for an extended period. By following this queuing strategy, organizations can enhance both agent satisfaction and overall efficiency in handling customer calls.

The other strategies suggested, such as routing the call to the newest agent or team lead, do not take into account the principle of workload balancing among available agents. Similarly, routing based on performance ratings could create discrepancies where some high-performing agents may receive a disproportionate number of calls, potentially leading to inefficiencies or dissatisfaction among other agents.