How are engagements routed when multiple operators are available?

SaleMove engagements are routed based on operator availability, with the highest preference going to operators with the highest availability (video, followed by audio, chat, and unavailable--if unavailable operators are set to display on your site).

If two operators are available for the same media, the engagement will be routed at random to either operator.

Longer term we will incorporate additional factors into the routing logic.

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