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.