Card #39 · RingCentral App Gallery
Ineffective call distribution in Longest Idle queues
The 'longest idle' routing setting does not distribute calls evenly among agents, leading to some agents receiving significantly more calls than others. Merchants are seeking a true round-robin option to ensure an equal workload across the team.
Pain score
0.55/ 1.00 · weighted product of four components
Reach0.47distinct authors (log-normalized)
Recency0.65freshness decay, half-life months
Engagement0.92upvotes + comments, normalized
Monetization0.50willingness-to-pay cues in evidence
§ Evidence — 2 verified quotes
For some reason, the calls are not being distributed evenly. When I look at our 60 day detailed call logs, some agents are getting calls 3 or 4 times more often than others.
They really need a true round robin option, because Longest Idle does not always equate to even distribution..
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