Definition
Longest Idle Agent, sometimes called Longest Available Agent, is a call routing method that sends the next incoming contact to whichever qualified agent has been waiting the longest since their last interaction.
This is one of the most common default routing strategies because it naturally balances workload across a team without needing complex configuration.
The trade-off is that pure LIA routing does not account for skill match or performance. Many contact centres blend it with skill-based routing, using LIA only among agents who are already qualified for that contact type, rather than across the entire floor.
Why it matters
- LIA is simple, fair and easy to explain to agents, which makes it a popular default.
- Used alone it can send contacts to agents who are technically free but not the best match, hurting quality and handle time.
- The most common improvement is to apply LIA within a skill match, not across the whole centre.
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