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Pending request routing

Updated on March 25, 2020

Sometimes a CSR loses availability prior to the conversation being successfully routed or the CSR declines the new work.

The routing engine reroutes a conversation request in the following two cases:

  • Busy CSRs: When all of the available CSRs in the queue are handling conversations to their full capacity as configured in the Max concurrent conversations (from this queue) field.
  • CSR decline: When the agent to whom the request is routed declines it.

For rerouting a pending conversation request, the routing engine adds the request to the queue and then waits for a specified time period before for reattempting. After the delay, the routing engine attempts to route the request again.Note: The rerouted requests take precedence over new incoming requests because the engine considers the initial queuing time for prioritization rather than the latest queuing time.

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