How is routing determined in Max agent?

Question

How is routing determined in Max agent? We have proficiencies set for each skill and agent. However, will calls always route by proficiency level? Calls also route based on who has been in an available state longer, so which overrides the other, proficiency or availability?

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As I understand it, proficiency is a higher routing decision than availability. Availability is the tie-breaker for equivalent proficiency.

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john-oliphant · Answer

As I understand it, proficiency is a higher routing decision than availability. Availability is the tie-breaker for equivalent proficiency.

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