There is issue with digital interactions which are assigned to agent when he is logged in to Salesforce (using CX Cloud from Genesys and Salesforce connector) and even if he will not accept it – it is not routed to 2nd agent.
We checked chat routing and assignment to agent in our environment and in 2nd test environment.
In both environments auto-pickup is disabled.
When agent did not accept the chat interaction in Salesforce interface it is not routing it to another agent.
Scenarios which we tested:
- Agent is logged in to Genesys only - If agent did not accept chat interaction after configured timeout – his state is going to not responding and interaction is going back to queue – that it should work.
- Agent is logged in to Salesforce only - When agent did not accept interaction – it is showing accept all the time. Chat is not routed to 2nd agent. When we close Salesforce and we will open Genesys interface – that chat is already assigned to agent which get it in Salesforce interface. (not ringing, but already assigned)
Below example how looks interaction timeline when agent was logged in to salesforce but he did not accept interaction.
