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omnichannel workstream is working, work item going into queue but not assigning to agent present in that queue

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Posted on by Shrutika patil42

we have workstream created on case record, but workstream is working properly case going into queue but not assigning to agent present in that queue. Same conditions we tried in virtual machine there it worked.

it worked for two cases but again it stopped it should be like below

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yocheby 2 on at

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omnichannel workstream is working, work item going into queue but not assigning to agent present in that queue

Hi all,

In my case everything was working fine and one day stopped. After a lot of communication with Microsoft Support, the issue was a disabled process: SQL assignment flow FCB. After MS Support activated that process, everything work fine, without any other change in the configuration.

Note:

The process is only visible for backend developers in Microsoft Support.
Jellew 153 on at

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omnichannel workstream is working, work item going into queue but not assigning to agent present in that queue

Did you ever find a solution to this?

We are experiencing the same issue.
Anmol Dave on at

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RE: omnichannel workstream is working, work item going into queue but not assigning to agent present in that queue

I would suggest to raise MS ticket as they could be the on going issue.
Christian K 136 on at

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RE: omnichannel workstream is working, work item going into queue but not assigning to agent present in that queue

**** edited: sorry just now see the previous answers, hope this still helps somehow*****

Hi,

what is the error message in routing diagnostics?

how is the agent presence defined? When do you allow to assign a case? Are agents updating their availability in customer service workspace? How is the agent capacity defined?

We've had similar issues before and then it was usually one of the following:

A.) availability status of agents wasn't updated --> example if you only allow assignment for status "available" if no one is online (signed into customer workspace and with the correct user role) then no assignment --> you can choose the allowed status in the work stream

B.) agents are available but have no capacity --> depending on how you have set up your work assignment in the workstream agent capacity might already be at the limit?

hope this somehow helps...

Regards

Christian
Shrutika patil42 on at

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RE: omnichannel workstream is working, work item going into queue but not assigning to agent present in that queue

hi Leah Ju,

i have set everything in easy manner, no complex conditions given

intake Rule is working

after that case is routing to QUEUE

in this queue it is routing to desired queue you can check in the screenshots i shares with question.
it is choosing right queue according to product chose.
conditions on queue are:

SD routing:

CS Routing:

after going to queue somehow, it's not assigning

IN Queue assignment method is ROUND ROBIN and agent capacity is 1000

work Distibution settings:

I tried by changing that block capacity also. i am allowing every presence.

This workstream worked but after that it failed and i created POC of this using same conditions on VM there it is working properly but not in this Environment
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Community Member Microsoft Employee on at

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RE: omnichannel workstream is working, work item going into queue but not assigning to agent present in that queue

Hi Shrutika,

Work assignment allocates the conversations( work items) in a queue to agents in real time, based on capacity and presence.

This means that if the agent's status does not match or if there is insufficient capacity, the work item will not be automatically assigned

Could you share screenshots about your workstream?or you can refer following steps to check your settings:

1.Check your Work distribution settings of the workstream:

Capacity: Select one of the following options:

Unit based: Enter value if your organization has configured unit-based capacity.

Profile based: Specify a profile in the list if your organization has configured profile-based capacity. More information: Create and manage capacity profiles

Allowed presences: Select the presences in which agents will be assigned. If you want to route records in Customer Service Hub, make sure that you add all the required presences to be able to route work items as required.

2.Check the queue you have selected:

Assignment method:

Highest capacity: Assigns work item to the agent with the highest capacity, among those who have the skills identified during the classification stage, and have the presence as specified in the allowed presence option of the workstream; selected by default.

Round robin: Assigns work item to the agent in the list order who matches the criteria for skills and presence.

Create new: Lets you create a custom assignment method.

Check Capacity or capacity profiles of users in the queue:

Take the above screenshot as an example, this user can be assigned to three work items(3x30=90) under the available and busy presences.