Chats get cancelled when an agent is at max capacity and another agent goes offline/away
Last updated 2018-03-30 ·Reference W-2388705 ·Reported By 30 users
When an agent is at max capacity and subsequent chats are routed to the queue, said chats can get cancelled if another agent (even from a different button/skill) goes offline or away.
1- Create one button with choice routing and queue length of 1
2- Create another button with the same details as the above
3- Give each button a different skill - the agents assigned to the skill have a max capacity of 1
4- Have 1 user online for each button
5- Request 2 chats for one button. One chat will go to the queue for that button
6- Go offline/away as the other user
The chat that was waiting on the queue in cancelled
Configure the queue to have infinite capacity or use "most available" or "least active" routing.
Reported By (30)
Is it Fixed?
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