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assignment group is taking from assignment eligibilty

mahesh146
Tera Contributor

‎03-06-2024 11:45 PM - edited ‎03-06-2024 11:45 PM

In a virtual agent after creation of interaction once agent is accepted the interaction, assignment group is setting from assignment eligibility, which functionality is causing this

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Sandeep Rajput
Tera Patron
Tera Patron
In response to mahesh146

‎03-07-2024 01:32 AM

Remove the assignment eligibility record if you do not want the assignment rule to take over in this case.

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Arangi Naresh3
Tera Contributor
In response to Sandeep Rajput

‎03-07-2024 01:35 AM

I tried as you suggested but routing is happening form virtual agent 

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Sandeep Rajput
Tera Patron
Tera Patron
In response to Arangi Naresh3

‎03-07-2024 01:38 AM

@Arangi Naresh3 Please check if routing is taking place from any of the business rule/assignment rule/template. 

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