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Round Robin incident assignment
Answer ID 11143 |
Last Review Date 03/25/2022
Why was an incident, with a Round Robin queue, not assigned to an available agent?
Environment:
Oracle B2C Service, Round Robin incident routing
Resolution:
When using Round Robin, the following is required for assignment to occur:
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'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)
- Once the incident is set to a queue, the system then attempts to assign it to an agent if there are any with availability in their inbox. (the incident is Pushed to an agent). If there are no agents with available space in their inbox then that incident waits.
- The triggers to assign these incidents to agents, occurs when an agent solves out one of their incidents or one of their incidents is re-assigned to another agent, hence creating an opportunity for this agent to be assigned a newer incident.
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'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)
- For "Round Robin (Logged In)" only:
- The agent is logged in for that profile
- The dbstatus -q utility must run. This generally runs every 15 minutes. Thus, it can take up to 15 minutes for a new incident to be assigned out when using Round Robin (Logged In).
- If the agent's inbox isn't full and they close out one of their incidents, this will also trigger the utility to assign out an available incident (up to the number set in the agent's Pull Quantity or Inbox Limit whichever is reached first).
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.
