Ideally, the distribution logic should be improved. I noticed that the round-robin method routes requests to all agents, even when some are unavailable. I also noticed that, in several situations, no assignment is made when all agents on the list are unavailable.

Therefore, I included a team as an intermediary "entity." However, I understand that routing should only occur to the team if, and only if, all agents are unavailable.

I recommend that when using a team instead of an agent in the Round Robin method, the contact should only go to the round robin team if all agents present there are unavailable.

In the image you can see that I placed two agents and then, right below, there is a team where those same two agents are present. If both agents are absent or unavailable, the round robin will play for the team.