LRU (Least Recently Used) Routing

overview least recently used (lru) is a common routing strategy that directs the next incoming call to the agent who has been idle the longest (i e , the agent who finished their last call the furthest in the past) this method aims to keep all agents equally busy over time how it works the system maintains a timer for each agent, tracking the time since their last interaction ended when a new call arrives in a queue configured for lru, the system identifies the agent with the highest idle time and routes the call to them prerequisites an inbound voice campaign must exist a queue must be created within the campaign configuration steps set scheduler type location supervisor > manage > \[campaign name] > queue management > edit queue action in the edit queue pop up, select lru from the resource scheduler type dropdown menu use cases general support queues widely used in standard customer service environments to ensure a balanced distribution of calls based on agent availability maximizing occupancy helps to maintain a consistent level of occupancy across the agent pool benefits balanced agent occupancy effectively distributes calls to keep all agents engaged and prevent "cherry picking" of calls ensures agent availability gives agents a natural break between calls, as the agent who just finished a call is placed at the back of the line limitations like round robin, standard lru routing does not consider varying levels of agent skill or expertise