How it works
The selected agent depends on how the platform measures workload: active calls, availability or time since the previous contact. Call handling rules determine the order of destinations, ringing time and fallback behaviour. The exact result depends on PBX configuration and whether endpoints are reachable.
Business example
A contact centre routes the next interaction to the agent with the smallest measured workload under its chosen rules.
What to consider
Test busy, no-answer and simultaneous-call cases. Assign responsibility for maintaining routing rules and provide a clear next step when the preferred destination is unavailable.