When agents log out in the evening and log back in the morning, there could be about 20 cases in the queue waiting for the 1st agent to arrive the following morning.
Currently, we are seeing that when Agent 1 logs into the widget, all 20 cases are being assigned out siminutaneously. Is this a known issue that the capacity is ignored upon initial login when a single agent logs into the widget? Or is this something that can be prevented?
2 个回答
After reviewing with Salesforce technical support - conclusion is --- capacity count is associated to the number of cases routed through the widget based on the presence status set. If there are existing cases owned by an agent within the service console, the widget doesn't factor those cases. Only cases routed during an active assignment session, i.e. available and or break, track capacity number. When, an agent goes offline, the session ends and a new session begins when back available and the capacity assignment number resets.
So, if capacity is set to 5. Agent 1 sets to available - 5 cases will be received. If Agent 1 goes offline, and then back to available, another 5 cases will send because capacity was reset to 0 when offline.
