Greetings,
We have a few queues set to "Simultaneous" distribution to queue members and about to switch them to "Longest Idle".
I have read that longest idle time will reset when a queue member answers an inbound call or initiates an outbound call - any call (doesn't have to be related to the queue in any way).
If a queue member with the longest idle time doesn't answer an offered call, do they remain the member with the longest idle time? Or does that event reset their idle time? I'm hoping the next inbound call is also offered to them first.
We are using MVP only, not the Contact Center offering.
Does anyone know if a queue member's idle time starts over when they refuse a call?
Thank you,
DeAnna