We aim to distribute inbound interactions fairly using a round-robin approach, i.e. prioritizing the agent who has been idle the longest.
However, today if an agent manually changes their status to "Unavailable" and then back to "Available", their idle timer resets. This allows them to bypass the round-robin assignment logic, potentially leading to unfair distribution and degraded queue efficiency.
We suggest adding a configuration to restrict agents from manually changing their availability status, or at least allow admins to lock idle time persistence across status toggles.