Scenario.. Customer initiated a chat, agent picked up and was assigned to the interaction. Customer left (no user response). Before the actual timeout of the 1st chat, (and 2 mins after the start of the 1st chat) the customer started a 2nd chat. 2 other agents heard the notifications for the 2nd chat but it wasn't there when they went and looked. Chat was then routed to agent that picked up the 1st chat.
*We have no matching rules setup. The assignment rule is assigned by = Most Capacity. Timeout is 1.5 mins
Default capacity on the chat service channel is 4. Default work item size = 1.
We would have expected the round robin to work as usual but in this case, notifications were sent on the 2nd chat but looks like SNOW knew a chat was already open from same customer and it went to the agent that was initially assigned.
Any assistance on understanding how this type of scenario should work would be appreciated. THX
