Hello All,
We have observed that some interactions that end in the 'Closed Abandoned' state are displayed with Assigned To = Virtual Agent. Ideally, since no live agent engaged with or accepted these interactions, the Assigned To field is expected to remain blank.
However, this behavior is inconsistent: some abandoned interactions have a blank Assigned To field, while others are assigned to Virtual Agent. PFA SS.
Could you please help us understand why this occurs only in certain abandoned interactions and confirm whether this is expected platform behavior or a configuration issue?
Details and examples of both scenarios are shared below for reference.
Regards,
Syeda
