Best Service Routing (BSR) allows adjusting the idle time of agents when determining agent selection.

The agent’s idle time is adjusted up by 20%, unless the idle time is greater than 100 seconds at which point is adjusted up by 20 seconds

The agent’s idle time is decreased by 20 seconds, unless the idle time is greater than 100 seconds at which point it is decreased by 20%

The agent’s idle time is always adjusted down by 20 seconds

The agent’s idle time is always adjusted up by 20 seconds