Incoming calls arriving to the queue are distributed among the agents that process it according to one of several strategies that is configured when creating or editing the queue.
Call everybody - the call comes to all agents simultaneously. The call is processed by the first responding agent.In case the tires are configured, the call comes first to all the agents of the first level, then, after the dial timeout to agent has expired, the call also will be delivered to the agents of the second level, etc.
The longest idle time - the call comes to the agent who has not answered the phone for the longest time. If this agent did not respond, then the next, with the longest idle time, etc.
Round robin - the call comes to all agents in a circle until someone answers the call.
Random - the call is received by a randomly selected agent.