How to route work items by Agent's idle time

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Posted on by EricLin

Dear Experts,

If all the agents in the same queue are available to be assign work items, how can I config an assignment rule to assign a work item to the agent who had wait/idle for the longest time? I've been referred below document to find proper attribute of "Order by" in the assignment rule. However, nothing related to idle time or last session closed time. Configure assignment methods for queues | Microsoft Docs

For the out-of-box assignment method "Round robin" is based on "assignment time" instead of "idle time". Please refer below link. Assignment methods for queues | Microsoft Docs

Please advise how to achieve the requirement of scenario.

Thanks.

Eric Lin

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