Interaction is not getting re-queued after it is timeout from all agents in AWA

Nikita Garg
Tera Guru

‎06-18-2025 03:13 AM

Hello Experts,

 

I am facing an issue with Interaction routing in AWA, below is the configuration:

 

I have a custom queue and I have created an assignment group with 2 agents with timeout of 1 minute..

Steps:

  1. When the interaction lands in the CSM Workspace, it gets assigned to agent 1 and wait for 1 minute for the agent 1 to accept it .. 
  2. Agent 1 didn't accept
  3. Now, if the interaction is not accepted by agent 1, then it goes to agent 2 and wait for 1 minute for the agent 2 to accept it ....
  4. Agent 2 also didn't accept it
  5. After both agent timeout, the interaction disappears..

 

Expectation -- If the interaction is not accepted by both agents then it should again go to the queue and get assigned to agent 1

 

Please help how we can configure this?

 

Thanks in advance!

 

Regards,

Nikita Garg

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kushi1
Tera Contributor

3 weeks ago

Go to "awa_reject_reason" table and make reassignable column true for time out and other reject reasons based on your requirement. By default if agents doesnt accept the interaction, interactions will be marked as timeout

kushi1_0-1768742862711.png

 

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