Will People Match affect an Agent’s ‘Availability’ status?

People Match intelligently prioritizes Customers by considering factors like urgency and importance based on boost configurations. It then routes these Customers to the most suitable Agent based on their skills, workload, and/or Channel availability.

This means Agents will still:

• Go available like they usually would to indicate their readiness to assist Customers.

• Click “Close & Next” or “Next” to receive new Customers to assist.