Routing troubleshooting

Are they On Queue, a member, and under utilization?

All-skills matching needs every required skill, then the longest idle.

Bullseye: up to five rings. A long delay means the outer ring is still closed.

Preferred agents are first only if they are members and On Queue.

One conversation-score priority point is 60,000 ms.

Predictive routing is the queue method. Predictive Engagement is the website product.

Sources and go deeper

Each link was opened for this lab. Last checked 2026-10. A confirm flag means the lab could not verify that link.