Why was an incident, with a Round Robin queue, not assigned to an available agent?
Environment:
Incident Routing - Round Robin
Oracle B2C Service
Resolution:
Round Robin (All):- The Incident's Queue is set to a Round Robin (All) queue (as specified by the Customizable Menus editor, system menus -> Incident Queues).
- An agent's profile has the Round Robin Incident Queue selected under Service tab -> Incident Queues, this specifies which agents could be assigned an incident for that queue.
- The agent is Not Disabled from assignment
- The incident status type is Unresolved (Round Robin will not assign out Solved or Waiting status types)
- Once the incident is set to a queue, the system then attempts to assign it to an agent who is not disabled and has access to the queue, regardless of if the agent is currently logged in or not.
- If no agents are assigned to the queue or all agents are disabled from assignment, then the incident is placed in Queue Overflow.
Note: The purpose of this queue type is to have all incidents assigned at all times. Pull Policy, Pull Quantity, Inbox Limit and the Pull from single Round Robin Logged in queue check box are ignored for this queue type. If an agent manually pulls using the Fill Inbox button, Round Robin (All) queues will not be shown.
Queue Overflow: The only way for an incident to be in the overflow of one of these queues is if the queue has no agents assigned to it when an incident is queued (or when all agents are disabled from assignment). In this case, the incident will remain in the overflow until an agent, who is not disabled from assignment, is associated with the Queue AND the incident is edited in any way. Dbstatus runs do not ever affect Round Robin (All) queues.
Round Robin - Logged In:- The Incident's Queue is set to a Round Robin (Logged In) queue (as specified by the Customizable Menus editor, system menus -> Incident Queues).
- An agent's profile has the Round Robin Incident Queue selected under Service tab -> Incident Queues, this specifies which agents could be assigned an incident for that queue.
- The agent is logged in
- The agent is Not Disabled from assignment
- The agent's incident Inbox Limit has not been reached
- The incident status type is Unresolved (Round Robin will not assign out Solved or Waiting status types)
Queue Overflow: When an incident is created it is held in the overflow for the Queue. The incident can be moved out of the overflow in the following ways:
• Fill Inbox is pressed by an agent and the queue the incident is sitting in overflow in is selected.
• An agent solves an incident and in turn is below his inbox limit. In this case the oldest (based on Created Date) incident in the queue is assigned to that agent. If the Pull from single round robin logged in option is unchecked, then the oldest incident in any queue overflow for that user’s profile is assigned to the agent. Note only 1 incident is ever pulled in this situation.
• dbstatus -q utility runs and there are agents logged in with available inbox slots open. This runs every 15 minutes by default. Thus, it can take up to 15 minutes for a new incident to be assigned out when using Round Robin (Logged In).
See also:
Answer ID 7871: Round Robin Logged In
Answer ID 1977: Pull policy, pull limit and inbox limit used with staff profiles
Answer ID 7748: Round-robin assignment using same queue which agent had prior
For more information about setting up Incident Queues, refer to the Add or Edit an Incident Queue section of online documentation.
For more information about Profile Incident Queue settings, refer to the Assign Service Permissions section of online documentation.
To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
