How to assign Walkup Interactions to only Assignment Group but not to the agent

Urvershi Anand
Tera Contributor

‎04-09-2025 01:05 AM

How to assign Walkup Interactions to only Assignment Group but not to the agent. Currently we are having the issue that work items for Walk up interactions are not getting routed to Assignment Group even when the Queue is defined. We don't want it to be assigned to agent(they can manually pick from the group) but needs to assign it to the Assignment Groups only based on the Location Queue.

 

Any one who have worked on this and have insights please share the same.

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Prathamesh26
Tera Expert

‎04-09-2025 04:47 AM

Hello @Urvershi Anand 

 

Please verify the assignment eligibility for that Queue.

For location based assignments - add the condition accordingly in Work item routing condition for the Queue.

When Interaction is initiated by user please ensure that Agent's status is set to available on Agent workspace so that incoming interaction can be routed to the available agents.

Prathamesh26_0-1744199159454.png

 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this question to solved bucket. 

 

Regards,

Prathamesh

 
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