Hello everyone,
I need some suggestions here.
I am implementing some enhancements for our AWA, and having issues.
Setup AWA Queue with 2 assignment rules:
#1 -Loop Routing by Most Capacity with Reassign on Timeout = true, so basically it will be routed in a loop through all available agents, with timeout 1 minute, until one of them accept it.
If this will not happen, I want to manually assign a ticket in 30 minutes. So for this, I created a rule with Eligable at = 30 minutes.
#2 - Auto Assign by Most Capacity, which has Enable auto-assign work items = true (new since Tokyo I believe).
So basically we are saying, you guys have 30 minutes to accept it, if nobody of you did it, we will push work item to available agent with the most capacity.
I noticed that #2 is never triggered, I assume that Reassignable = true is refreshing the timer somehow maybe?
I tried to set Eligable at for #2 from 30 minutes to 0 - then it works opposite: #1 is not triggered, #2 always takes place.
For my tests, I used Eligable at 30 seconds and 90 seconds (so didn't wait 30 minutes for each test 😄 )
Let me know if any good thoughts on what's configured wrong or maybe another way to achieve the same business requirement (route for some time and then forcibly assign if our response SLA is going down).
