Agent selection methods are used when a call is queued to a skill and more than two agents are available to take the call. This is known as an agent surplus condition.

The algorithm for agent selection:

• Selects the agent with only one skill first.

• For agents with more than one skill, the agent skills that are not needed for the incoming call are reviewed and the agent with skills that are less likely to be needed for future calls is selected. This is another way of saying that the algorithm selects the agent with the lowest opportunity cost.

• In a tie, the most idle agent is selected.

The agent selection algorithm excludes the agent skill level and occupancy.