Offer Algorithm
The offer algorithm that you decide to use determines how conversations are offered to agents.Watch the video for an overview of the different offer algorithms or read more below.Offer algorithms can be set for each queue. To do this, you need to select Settings > Queues > Edit the queue you want to change the offer algorithm for.You'll notice the 'Select an offer algorithm' in the OFFER drop-down menu with a few options. Here's what they mean:Available offer algorithmsAll at onceConversations will be offered to available team members at the same time. The conversation goes to the team member who accepts the conversation first.One at a timeConversations will be offered to available team members one at a time, in a randomised order.Longest idleThe incoming conversation will be offered to the available team member who has been waiting for the longest since ending a conversation.  Once the longest idle agent accepts and gets assigned to a conversation, they stop being the longest idle agent.All at once, according to agent priorityConversations will be offered to available team members at the same time according to team member priority. Conversations will first be offered to team members with the highest priority and then to team members with lower priority. The conversation goes to the team member who accepts the conversation first.One at a time, according to agent priorityConversations will be offered to available team members in a random order, according to team member priority. Conversations will first be offered randomly to team members with the highest priority and then to team members with lower priority.Longest idle, according to agent priorityThe incoming conversation will be offered to the available team member who has been waiting for the longest since ending a conversation. Conversations will first be offered to team members with the highest priority and then to team members with lower priority.IMPORTANTPlease note that agents who have enabled simultaneous ring will also be offered conversations when not online (calls on their phone). Therefore, conversations can be offered to offline team members with simultaneous ring even though other agents with lower priority or shorter idle time are online and available. Agents should turn off simultaneous ring to avoid this.