Chat request routing to only 1 agent in HR agent Workspace for case management
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02-06-2025 09:38 AM
Hello All,
We have configured the Agent Chat in HR agent workspace. The incomming request is routing to the only one random user from the Assignment rule even if more than one available agents are there.
After time out of 30 seconds still the same request routing to that user. After rejection the request is routing to same user.
Please anyone help us with this.
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02-06-2025 12:39 PM
Are you used Advanced Work Assignment?
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02-06-2025 08:44 PM
Yes we are using the Advanced Work Assignment
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02-07-2025 04:33 PM
Can you share some of the configurations you've set up for that?
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03-17-2025 10:23 AM
@VaishnaviShinde we face similar issue. We are using advanced work assignment and Chat queue as well as assignment rules are set up appropriately.
Have you identified any resolution?
Please update.
