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Topics#Customer ServiceKarla Goodman's Question
Karla Goodman (Kimball International) asked in #Customer Service
Feb 5, 2018, 7:17 PM

Omni-Channel is routing cases to an agent who is at full capacity

We recently worked with a consulting partner to implement Omni-Channel to help route our cases from a queue to agents.  The configuration was setup in such a way that each agent could handle 1 case at a time and that would consume 100% of their capacity until they closed the tab, then a new case would be pushed to them.  It worked great for a couple of months, however, now we are starting to have agents being pushed more than 1 case at a time via Omni.  This morning alone, one single agent was pushed 8 cases within a 2 minute span...5 of those being at the same timestamp per the Omni reporting that we have.  This afternoon, the received 5 case within a 1 minute span.

 

Below is our setup:

  • We have a Service Channel named Email that is associated to Salesforce Object = Case.
  • We have a Service Presence Status named Online Email that has a selected channel = Email.
  • We have a Routing Configuration named Region 1 that has Routing Priority = 1, Routing Model = Least Active, and Percentage of Capacity = 100.00.  It is related to Case Queue = Region 1.
  • We have a Presence Configuration named Default that has a Capacity = 5 with the box checked to Automatically Accept Requests.  There is a separate one setup for LiveMessage/Live Agent that has a capacity of 3.  (This user is not a chat/text agent)
  • The agent belongs to the public group that is assigned to the Region 1 case queue.

Any ideas on why this agent would be getting so many cases pushed via Omni?  She isn't just accidentally closing out of the active primary tabs at the top of her console.

 

We have other agents who have reported getting approximately 2 cases pushed to them at a time over the past couple of weeks as well.

 

Any suggestions would be much appreciated.
4 answers
  1. Karla Goodman (Kimball International)
    Mar 16, 2018, 7:31 PM
    We changed the default presence configuration from 5 down to 1 and this seemed to resolve our issue.
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