Administrators can enable Equilibrium for any queue, even Embassy queues that route support requests to vendors. A few simple controls within the Bomgar administrative interface allow managers to enable Equilibrium per queue -- whether the general queue, Team queues or Embassy queues.
You can determine how long support representatives have to accept or reject the support requests assigned to them. Rejected or timed-out sessions go to the next least busy representative.
If a session cycles through all available representatives for the queue and is not accepted, it will remain in queue until someone becomes available, manually accepts or transfers it.
Equilibrium knows if a support technician has locked her computer, has multiple sessions opened already, or has been idled for an extended period. It knows these reps are unavailable. Equilibrium will only assign support requests to the least busy available representative.