AWA work items & interactions - how do correctly transfer or re-assign to others in the same queue?

[Keszia]

We're facing an issue that hasn't been a problem prior to upgrading to Yokohama. We have a small IT Support queue where there is often one dedicated Live Agent available. Sometimes, the queue gets busy and others in the queue will stay offline but manually assign interactions to themselves, which cancels the associated work item.

The problem this now creates is that the system timeout properties and system closure behaviour isn't working on interactions that have been manually assigned. As best practice, they reassign the oldest un-accepted interaction first (the first 6 are automatically assigned to the available Live Agent).

What is the best way to handle this situation?

If an available Live Agent is preoccupied with interactions/work items, how should another Live Agent re-assign them to themselves?

[RaghavSh]

@Keszia When interactions is assigned manually, i believe time out is out of question, correct?

Can you explain bit more on closure behaviour is not same on interaction?

[Keszia]

Hi RaghavSh

In the past we've seen the system timeout these interactions, but sometimes they do but the system "are you still there" messages aren't appearing. Sometimes they don't timeout at all and the Live Agents have to manually end the interaction which is frustrating for them.

The main issue is this - since we upgraded to Yokohama, manually assigned interactions are "taken over" by Virtual Agent (identified by "Virtual Agent has joined" in the chat transcript) and the interaction ends up being assigned to Virtual Agent and the state is "Before Agent Engagement" or similar, which is incorrect as they have been engaging with an Agent.

In addition to this, manually assigned interactions don't get the "The conversation is timing out, are you still there?" system prompts anymore. Automatically assigned interactions/work items are fine, it's just when they're manually assigned - the team have been operating this way for some time so it's only become an issue since upgrading to Yokohama so we suspect the base system behaviour has changed and the team behaviour needs to change, but we don't know what the solution is.

[RaghavSh]

@Keszia My take on all upgrade related issues is Hi support case, they might have seen this with other customers and could help easily.

Please mark the answer correct/helpful accordingly.