The offer algorithm that you decide to use determines how conversations are offered to agents.

Offer algorithms can be set for each queue. To do this you simply need to select Settings > Queues > Edit the queue you want to change the offer algorithm for.

You'll notice the 'Select an offer algorithm' in the OFFER drop-down menu with a few options, here's what they mean:

Available offer algorithms

All at once
Conversations will be offered to available team members at the same time. The conversation goes to the team member who accepts the conversation first.

One at a time
Conversations will be offered to available team members one at a time.

Longest idle
The incoming conversation will be offered to the available team member who has been waiting the longest since ending a conversation.

All at once, according to agent priority
Conversations will be offered to available team members at the same time according to team member priority. Conversations will first be offered to team members with the highest priority and then to team members with lower priority. The conversation goes to the team member who accepts the conversation first.

One at a time, according to agent priority
Conversations will be offered to available team members at the same time according to team member priority. Conversations will first be offered to team members with the highest priority and then to team members with lower priority.

Longest idle, according to agent priority
The incoming conversation will be offered to the available team member who has been waiting the longest since ending a conversation. Conversations will first be offered to team members with the highest priority and then to team members with lower priority.

https://cdn.elev.io/file/uploads/eid_pwPCq9B83qCr7_E7suYUZb-t0pP21wOYRLdoB2g/EPkI0XeBr8qadDm3ZiG0m2LxbRE_kyyL3ozUmU91E1A/5982dfc66ff9210001e4b796_offer_algorithm-SSM.png


IMPORTANT
Please note that agents who have enabled simultaneous ring will also be offered conversations when they are not online (calls on their phone). Conversations can therefore be offered to offline team members with simultaneous ring even though other agents with lower priority or shorter idle time are online and available. Agents should turn off simultaneous ring to avoid this.