interaction record created is not auto assigned to group

[manish64]

I have wrote assignment rule for particular location queue but still it doesn't assign interaction to particular group what may  be missing 

[Indira Panneers]

Hi Raghav,

Have you ever faced the below scenario?

Ex: One of the queue ticket is Work In Progress and whenever the new queue comes in it is pop up to the same engineer who is working on the another queue ticket

How do we solve this?

Refer the attached

[RaghavSh]

You need to check the couple of things:

1. At that time other agents should be online , if not the interaction will pop to same agent.

2. If capacity is set to 1 it will not happen, but in that case the interaction will go no where (if no other agent is available, if available it will go to the next agent).

3. Also in service channel, check, if WIP reduces the count of capacity.

[Litu05]

Even though the interactions are routed to live agent, some of the IMS tickets missing the assignment group. This needs to be investigated and fixed. can you suggest 

[Litu05]

Hi Raghav ,

Can you tell me how it works for ITSM Module & in my case Even though the interactions are routed to live agent, some of the IMS tickets missing the assignment group. how it can be fixed.