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:
- 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 ..
- Agent 1 didn't accept
- 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 ....
- Agent 2 also didn't accept it
- 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
