- Joined
- Aug 21, 2025
- Messages
- 7
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- 12
**Current behaviour**
Skill-based routing currently offers four variants: SB Ring All, SB Hunt Random Start, SB Round Robin and SB Fewest Answered. "Longest Waiting" exists as a standard polling strategy but cannot be combined with skill groups.
**Request**
Add a fifth variant: within the active skill group, offer the call to the agent who has been idle the longest.
**Business case**
This is a recurring blocker on migrations from legacy contact-centre platforms (Avaya, NEC, Alcatel-Lucent), where idle-time distribution within skill tiers is the default and is what supervisors use to justify fair workload distribution to their agents. We are currently in a POC with a large e-commerce customer in Taiwan where this is the main open gap in the queue design.
The existing skill variants do not cover it: Round Robin follows a fixed rotation and Fewest Answered counts answered calls, neither reflects actual agent idle time. The common workaround — one queue per skill tier, each set to Longest Waiting, chained by overflow — splits queue reporting across several queues and flags every overflowed call as abandoned in the upstream queue, which is not acceptable to customers who report on abandonment rate.
Since Update 9 already introduced Time-Driven and Cumulative skill escalation, the skill-group framework is in place; this would be an additional option in the existing polling strategy list.
We raised this with support (case reference available) and were told there is currently no information on whether it will be added, hence posting here for visibility and votes.
Thank you.
Skill-based routing currently offers four variants: SB Ring All, SB Hunt Random Start, SB Round Robin and SB Fewest Answered. "Longest Waiting" exists as a standard polling strategy but cannot be combined with skill groups.
**Request**
Add a fifth variant: within the active skill group, offer the call to the agent who has been idle the longest.
**Business case**
This is a recurring blocker on migrations from legacy contact-centre platforms (Avaya, NEC, Alcatel-Lucent), where idle-time distribution within skill tiers is the default and is what supervisors use to justify fair workload distribution to their agents. We are currently in a POC with a large e-commerce customer in Taiwan where this is the main open gap in the queue design.
The existing skill variants do not cover it: Round Robin follows a fixed rotation and Fewest Answered counts answered calls, neither reflects actual agent idle time. The common workaround — one queue per skill tier, each set to Longest Waiting, chained by overflow — splits queue reporting across several queues and flags every overflowed call as abandoned in the upstream queue, which is not acceptable to customers who report on abandonment rate.
Since Update 9 already introduced Time-Driven and Cumulative skill escalation, the skill-group framework is in place; this would be an additional option in the existing polling strategy list.
We raised this with support (case reference available) and were told there is currently no information on whether it will be added, hence posting here for visibility and votes.
Thank you.
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