When watching agents using the Agent State display in Real-Time, it occassionally appears that of the agents in an Idle state, the one with the longest time doesn’t get the next incoming ACD call.
TASKE Real-Time view does not report the longest idle agent. It simply displays the time since the last state change for that agent.
For example, if an agent is currently the longest idle agent and they lift their phone receiver and replace it. This changes their state from idle and then back to Idle. Their Idle time in the Agent States table will be reset to 0 seconds, but the ACD system still has them as the longest idle agent however that does not mean it will direct the next ACD call to them. Modern ACD systems have multiple methods for routing calls, such as agent skill, and depending on how your telephone system is configured, the longest idle agent may or may not get the next ACD call.