We are trying to use Omni-Channel routing to solve the issue of agents not getting the notification when an active messaging ticket gets routed or re-assigned to a new group. It works great for new tickets and I was hoping this would solve that. Well, it kinda does but causes a few other issues.

The agents in the new group do get the notification for new and transferred tickets.
However, after 10 minutes it auto-assigns to an agent. We want it to stay assigned to only the group. For some groups we let agents take the tickets assigned to their group. Other groups have a supervisor that will assign to specific agents based on availability, skills, knowledge, etc...
We close chat down at 3 pm. We then let the customer know that the chat is shut down and that we will respond via email. In this case, the issue with #2 kicks in and assigns agents online for chat. We have many groups that have agents online for chat but not email tickets and vs. versa.
We have a set of questions we ask customers upon entering the chat. That info is used to assign a group. At each stage of questions, we added a failsafe question "Not sure or don't know". This is used to assign a general group of all agents. This allows all agents to see the request and assign it to the proper group. Again, this is where issue #2 kicks in and assigns to someone in that group. Which is everyone. This is causing issues. Most likely that person is not the right person and/or group to respond. Plus there is a delay in agents responding by having one agent assigned vs having the group assigned. Can we have these go to a specific group like "Triage"? Then we can staff that group to help with triage. This is not ideal and will only help until #2 is addressed.

Prakruti Hindia