SRs Are Getting Assigned to Queues but They Are Assigned to Agents Unevenly (Doc ID 2993078.1)

Last updated on DECEMBER 19, 2023

Applies to:

Goal

On : 11.13.22.10.0 version, Assignment & Omni Routing

The following has been set up:
1. Using Omnichannel routing for automatic assignment of Service Requests to queues.
2. All the queues have multiple agents.

The assignment of Service Requests after being created to queues is working as expected, but when the Service Requests get assigned to agents, they get assigned unevenly. 

For example, if 3 agents are assigned to a queue…the system seems to be looking at Agent1 first, then if no capacity it will look at Agent2, then if no capacity it will look at Agent3.

This is the behavior the customer is observing. Therefore, there will be a disproportionate number of Service Requests assigned to Agent1. Is this the way it is meant to be? What the customer is expecting is if there are 3 Service Requests created then 1 SR should get assigned to each of the team members irrespective of the capacity of the first agent.
 

Solution

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