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Summary: Starting April 27, 2026, Talkdesk will update the core routing logic to prioritize agents based on the actual time spent in the Available status during their current shift. This ensures a more equitable and predictable workload distribution across teams. Impacted customers: This change affects all accounts. |
What is changing and why
Starting on April 27, 2026, Talkdesk will update its core routing logic to improve workload distribution. We are shifting from a model based on the "Time since last call" to "Time since the agent last became Available."
Currently, Idle Time is calculated from the moment an agent last completed an interaction, which includes time spent logged out or on breaks. This makes agents who have just started their shift be prioritized over those who have been available and waiting longer.
With the new logic, every time an agent enters the Available status, the system resets the "Idle Start" timestamp, routing the next interaction to the agent with the oldest timestamp.
The new system also includes protection against rapid status changes to prevent agents from quickly toggling status to reset their position in the queue (call dodging). This is done by having a cooldown window during which status changes are not considered for the Idle Time count.
This ensures fairer distribution, prevents queue manipulation, and improves the accuracy of productivity data.
Note: This update only affects the initiation of Idle Time, which now begins when an Agent becomes Available. The events that reset Idle Time, such as calls and digital interactions, remain unchanged.
Impact & Action Required
- Fairer workload distribution: Agent Idle Time will be calculated more fairly, and periods of absence, like shift changes, are no longer considered.
- Protections against rapid status changes: A cooldown window ensures quick status toggles are not considered, so agents cannot game the system.
- No manual configuration or customer action is required, as this is a core logic update.
For full details about the upcoming change, please review the documentation below:
- Release Note March 26, 2026 - Idle Time and Routing Logic.
- Knowledge Base articles containing Idle time definitions, such as Routing in Studio | Configuring Routing Settings | Assigning a call | Preferences will be all updated upon release on April 27, 2026.
Timing
This rollout occurs as a one-time event across all accounts on April 27, 2026.
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If you have any questions or concerns, please contact your Customer Success Manager or the Customer Care team via the Talkdesk Support Portal.