Hi @Barry Neary

We are experiencing some issues with inactive message (Whatsapp) tickets.

From zendesk documentation we know that:

"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."

When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.

We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be limited by paramer.

It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?

Situation where 15 tickets were assigned to one agent: