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Sai Sandeep Yelchuri articles

Sai Sandeep Yelchuri
Sai Sandeep Yelchuri
Program Manager II
2 min read

Enhance agent utilization and engagement with least active routing  

Organizations want to get the best out of their agents by maximizing their utilization, distributing work evenly, and providing enough breaks between calls. Least active routing, formerly known as most-idle routing, is an assignment strategy that can help achieve this. It assigns work to agents based on when they end their last conversation.