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Patrick Keller asked

Call rotation MAX

I was asked by our contact center why it seems like one agent will get more than one call in a row while others show available. Here is what a contact center agent sent me. Thank you in advance for any tips to solve this problem.

Is there supposed to be a rotation for phone calls? Ali and I noticed this yesterday where it seems like one person is getting a few calls in a row before it moves on to another person. For example, yesterday I had gotten about 5 calls in a row with no break in between and then I noticed everyone else was “available”, but then later it looked like Ali was getting a bunch of calls and I was available but none were coming through to me. I hope this makes sense.

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