What does the least active routing model entail?

The least active routing model focuses on assigning cases or work items to agents who currently have the fewest pending tasks. This approach is designed to balance the workload among agents, ensuring that no single agent becomes overwhelmed while others have a lighter load. By distributing cases in this manner, organizations can enhance efficiency and improve response times, leading to potentially better customer service outcomes.

This method leverages real-time data about each agent’s workload, allowing the system to optimally direct new cases based on how many tasks each agent is handling at any given moment. This minimizes idle time for agents, helping to ensure that all available resources are utilized effectively, which can ultimately lead to shorter resolution times and increased customer satisfaction.

Other routing models, while they may serve different purposes, do not emphasize workload balance in the same way. For example, assigning work based on expertise focuses on matching case complexity with agent skill, whereas random assignment might not consider the workload at all, potentially leading to inefficiencies. Prioritizing agents based on customer feedback shifts the focus toward enhancing satisfaction but does not directly address workload management. Thus, the least active routing model distinctly contributes toward an efficient and balanced workflow.