Longest Available Agent (LAA)

Author: CCa2z

Date: 9th November 2009

Longest available agent  refers to an agent who is available and ready to take a call and has been waiting longer than colleagues.

This agent will then receive the next call offered.

Generally LAA is how calls are allocated by the ACD, however, a LAA may not recive the next call if agents have been allocated different skill-sets. Here the LAA may not receive the next call if they do not possess the skill.


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