1. The auto-assignment of conversations from agent A to agent B isn't working. Why?

Example scenario: If agent A has 5 conversations in their assigned conversation quota, when they finish their workday their assigned conversations will not be transferred to another agent.

This will be noted at the end of the workday when an agent has several conversations which were assigned to them (which were not solved). The agent should verify that the agent's status in the Agent Workspace system is changed (is located in the upper left corner under the username): to Inactive or Busy, thus, conversations which be transferred to other agents which remain on shift to continue to handling open conversations in case the other agent’s quota is full.

2. An agent with full authorizations isn't receiving incoming conversations. What should be done?

After a specific check, all appears to be working as it should be, but nevertheless, they does not receive any conversations.

a. After the agent has met the maximum quota limit which has been set for them 

b. The agent is presently listed as Away/Busy and a change in their status back to Active will cause all of the conversations to be re-assigned to them.

3. Why does the system prioritize conversations for agent A but not for the rest of the agents?

The moment a conversation is received, the system prioritizes the agent based on a different agent and assigns the conversation to them, despite the fact that the quota of the other agents is not limited.

It is enough to understand the auto-assignment issue, it should be noted that the system has several parameters taken into consideration when a call is assigned; these include availability, priorities, and permissions. Also, check that the Ignore Special Assignment Quota setting is enabled. If so, the agent receives special assignments regardless of the quota set for them.

4. I've set the quota limit to 3 conversations, why does it change to a different limit?

The agent is limited to 3 simultaneous conversations, nonetheless they are receiving a larger number of conversations.

It should be verified whether the user who had the call quota defined has additional profiles, if so this matter affects the quota set for him and overrides these settings.