---
title: LRU (Least Recently Used) Routing
slug: contact-center/lru-least-recently-used-routing
docTags: 
createdAt: 2025-09-28T18:15:08.763Z
---

# 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 ](docId:--NIpdWvJ_ZGM5kOIcUzh) 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.