The real estate team I work with uses RingCentral to route calls that are made to our signs/billboards etc to a call queue that then rings to our agents cell phones.
Each of our agents has the RC app on their phones, and our routing is set to "longest idle" which I take to mean whoever has not been on the app in the longest period of time, should receive the next call. If the call rings their phone for 25 seconds, it moves to the next agent in the queue. Ultimately, the intention is for this to operate in a round-robin style, where everyone receives an equal number of phone calls.
For some reason, the calls are not being distributed evenly. When I look at our 60 day detailed call logs, some agents are getting calls 3 or 4 times more often than others.
I have been on multiple video calls with RC representatives where they have had me change certain settings in agents profiles and every time they tell me this should fix it.
A few weeks later I am always back to the same issue. Has anyone else had this problem and found a fix for it?