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Round-robin queues not routing incidents to available agents
Answer ID 7748   |   Last Review Date 11/18/2018

Why is my agent only receiving incidents from a single round robin queue, even though he has multiple queues on his profile?

Environment:

August 2014 and higher

Resolution:

If you find that your agent is only being assigned incidents from a single queue; that new incidents are not being assigned to agents who appear to have availability in their inboxes; or that incidents appear to be assigned out of order, review your agents' profiles to determine if the "Pull From Single Round Robin Logged In Queue" setting is checked.

The "Pull From Single Round Robin Logged in Queue" setting specifies that agents will be assigned new incidents from the same round-robin logged-in queue from which the recently solved incident originated. This means that incidents in other queues may not be assigned out via round-robin queue assignment in the order you expect.

Please review the below example scenario:

An agent has access to queues A, B, and C

There are incidents waiting in queues B and C

The most recently solved incident was in queue A

The agent who has the "Pull From Single Round Robin Logged in Queue" selected on his profile will only be assigned new incidents from queue A, even if the incidents in queues B and C are due first. This is because this agent will only receive incidents from the queue the most recently solved incident was in.

Note: This setting has no effect when staff members manually pull incidents using the Fill Inbox feature, but only to round-robin queue assignment.


For additional information, refer to the 'Service Permissions' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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