advanced work assignment - re-queue after reject

[User504760]

HI,

I have set up a queue in advanced work assignment with 2 eligibility rules.

When I test and I have 2 agents available one for each of the eligibility rules I can see the following behavior:

the work item first goes to the agent that matches the first eligibility rule. 

If I wait and the work item times out then it is offered to the agent that is matching the second eligibility rule

this is what I expected and wanted.

However,

If the first agent is rejecting the work item it is just cancelled and it is not offered to the second agent.

I'm wondering if this is how it should work? (hopefully not) and if it should be offered then any idea on where I'm mis configured will be great 

[User504760 · Accepted solution]

I have realized what happened.

I had a max wait time set up on the queue. 
when I rejected very close the the max wait time then the interaction has timed out before it managed to be offered to the second agent.

when I did another test and rejected the interaction on the first agent quickly - then it was re-offered to the second agent correctly