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Onel Cuellar's Avatar

Onel Cuellar

Joined Jul 25, 2022

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Last activity Jan 24, 2024

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Onel Cuellar commented,

CommentRouting

hi barry
What is the assignment rule for those messaging tickets that were not attended during the 10 minutes, example:
-I have several tickets to expire the 10 minutes
-I have 3 agents connected, 2 who are actively answering messages and 1 is at the limit of its capacity. The reassignment would be made by the agent who has not attended a conversation the longest, but does this imply that all those cases that exceeded 10 minutes will be assigned to this agent?

Thank you

View comment · Posted Sep 05, 2022 · Onel Cuellar

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