Un expected success in api/v2/conversations/{conversationId}/assign

[Muhammad_Faizan]

Hi,

A very strange behavior is observed in the G-cloud where if an agent is already connected to a conversation and a second conversation is attempted to pair to the same agent using manual assignment API ( [api/v2/conversations/{conversationId}/assign]), instead of getting a failure/error in response we get success and the conversation started ringing on the agent station. We expect that in this scenario platform API should fail. I have listed down the scenarios, where this API fails.

We observed that the assignment API gets failed in the following cases:
1- Agent went Off Queue
2- Another conversation is already ringing on the Agent (Pending on another conversation)
3- Agent Pending on Off Queue
4- Agent does not have the associated station

However if agent is already connect there is no failure which is very unexpected.

Is this a bug in G-cloud platform?

[Eos_Rios]

What is your Utilization set to? ( /admin/admin/organization/utilization )

[Muhammad_Faizan]

@Muhammad_Faizan

[api/v2/conversations/{conversationId}/assign

Max capacity is set to 1 and the same utilization is set for the agent as well which I believe over writes the org setting but nothing worked.

[Eos_Rios]

I suspect the Utilization limit is another thing it intentionally ignores then and what you're experiencing is classified as a "feature". @Becky_Powell any documentation to support that either way?