The call distribution strategy for all call handling queues can be configured from the Queue Details page under the Strategy section as shown below.

The different call distribution strategies on TxContact with their brief descriptions are listed below:

• Most Idle Agent (MIA) - Call is offered to an agent who is idle for the longest time.
• Least Occupied Agent (LOA) - Call is routed to an agent who has spent the least time on all calls during the current login session.
• Prioritized Skill Matching with MIA - For incoming calls with different priorities, the call is offered to an agent with the skill level closest to the call priority. If multiple agents have the same skill levels, then the call is routed to the most idle agent.
• Prioritized Skill Matching with LOA - For incoming calls with different priorities, the call is offered to an agent with the skill level closest to the call priority. If multiple agents have the same skill level, then the call is routed to an agent who is least occupied.
• Most Skilled Agent with MIA -  An available agent with the highest skill level is offered the call. If multiple agents have the same skill levels, then the call is routed to the most idle agent.
• Most Skilled Agent with LOA - An available agent with the highest skill level is offered the call. If multiple agents have the same skill level, then the call is routed to an agent who is least occupied.
• Least Skilled Agent with MIA - Agent with the least skill level is offered the call. If multiple agents have the same skill levels, then the call is routed to the most idle agent.
• Least Skilled Agent with LOA - Agent with the least skill level is offered the call. If multiple agents have the same skill level, then the call is routed to an agent who is least occupied.