Several factors in Omni can affect which agent will be offered an incoming call or message, and what order the calls and messages are offered in:
- Which agents are active. If an agent did not click Start inbound, they cannot be offered calls or messages.
- The queues the agent has active. These may be defined by an Admin, or may be selected by the agent (see Choosing which queues to serve). The choice determines which queues they serve, and so, whether they receive just calls, just messages, or both.
- The priority of queues. Higher priority queues will be offered to agents before lower priority queues. This, combined with skills, can result in agents apparently getting "skipped".
- If queues have skill requirements. If two or more agents are available to take a call or message, it will first be offered to the agent with the highest relevant skill ranks.
- If an agent has dealt with a customer recently. By default if the agent dealt with a customer within the last hour, that agent becomes the customer's preferred agent. If the customer contacts the team again during this preferred agent status, LeadDesk will try to offer the new communication to the same agent first, if they are available. If that agent is not available, the call or message will be offered normally to the next agent.
- If the Admin has defined capacity rules for agents, this can limit the number of messages agents can have active at once, preventing an agent from being offered new messages until they have dealt with some of their active cases.