Glossary
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Next Available Agent
Next Available Agent (NAA) is the method used for call distribution that routes calls coming in to the first available agent in the queue. Using the Next Available Agent practice helps to sustain an equal number of calls among operators.
In the case where there is no queue and multiple agents are waiting for calls, the call is routed to the operator who has been idle for the longest duration of time. The agent who is idle the longest, is also called the Longest Available Agent. The purpose of the Next Available Agent method is to evenly distribute call load among the different skill sets of agents and services provided.