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Out of the box I don't see how this could be done. One thought is to have a Lambda which looks at which agents are logged in and in available state. Then randomly select one of them and continue doing this in a long enough timeline. Now, assuming all agents are in an available state a similar amount of time then this would eventually distribute calls pretty evenly. I've seen this type of routing done before, mainly handling inbound sales opportunity where there's commission on the line and you want to give all agents an equal shot at calls.
david
answered 11 days ago
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