Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

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.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us