To prevent an agent from being auto-reserved for a long time, the auto reserve agent is replaced as soon as another agent becomes available. However, the following conditions must apply:

• The maximum number of auto reserve agents for the SLM skill are in use.

• A single-skilled agent for that skill has become available or a multi-skilled agent with a higher occupancy than the auto reserve agent has become available.

In addition to being replaced, auto reserve agents can be released when the agents change the work mode or when a skill moves from below target to above target.