I have two agents, Agent A and Agent B, both with the same skill level and using the best skill matching method. Both agents are On Queue, with Agent A having an on-queue time of 45 minutes and Agent B with 30 minutes. Based on the ACD evaluation routing method for best skill match, the call should have been routed to Agent A, as their waiting time is longer. However, during my testing, the call was routed to Agent B, who has been on-queue for less time.
Hope this helps this was sent to us by Genesys Support
" I want to clarify that ACD is not based on the idle time. Rather, it is based on the time since the agent's last wrap-up. In the scenario you described, ACD selects the agent with the longest amount of time since their last wrap-up, regardless of the amount of time they have been idle. This ensures that calls are distributed fairly. For example:
Agent A took their last call 1 hour ago. They just returned from lunch and have been idle for 30 seconds.
Agent B just wrapped up a call 1 minute ago and they have been idle for 1 minute.
Even though Agent A has been idle for less time than Agent B, ACD will assign the call to Agent A since Agent B took a call more recently. Idle time is not considered in this algorithm."
Please feel free to continue this discussion here, but this topic is much better suited for the Genesys Cloud Community Forum. This forum is specific to API usage and customizations; the community forum is a better place for base product configuration and general usage questions.