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Time limit for Advanced Routing assignment attempts
Answer ID 11237   |   Last Review Date 03/02/2020

How long will SIH continue attempts to assign an incident via Advanced Routing?


Advanced Routing of Incidents
Smart Interaction Hub (SIH)


Smart Interaction Hub (SIH) will continue to make attempts to assign an incident to an agent via Advanced Routing for up to 96 hours. This is a non-configurable value.

If in the event that during this period there are no agents fitting the requirements to be assigned the incident, we recommend that the incident be manually assigned to the appropriate agent. We also recommend that the Advanced Routing setup be re-evaluated to keep events such as this from occurring. 

For more information, see Necessary criteria for Advanced Routing to assign an incident to an agent.

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