Why am I not assigned conversations even though I am connected before other agents?
Understand the assignment criteria in Atom and why an agent may not receive conversations even if they are connected and assignable.
❓ Frequently Asked Question / Initial Context
A common question among agents is why, despite being connected before their colleagues, they do not receive conversations while other agents who connected later do receive them. This can be confusing, especially when there are multiple agents available at the same time.
🛠️ Troubleshooting section (step by step)
Check your status as an agentMake sure you are marked as "assignable" in the system. If you are "not assignable", you will not receive new conversations.
Make sure you are marked as "assignable" in the system. If you are "not assignable", you will not receive new conversations.
Check if the conversation is a reactivationIf the customer has conversed before, the system is likely to try to assign it to the last agent who attended to them (if they are in an assignable state).
If the customer has conversed before, the system is likely to try to assign it to the last agent who attended to them (if they are in an assignable state).
Check the volume and timing of queued chatsIt is possible that the queuing occurred in a short period of time in which the system decided to distribute the conversations among other agents.
It is possible that the queuing occurred in a short period of time in which the system decided to distribute the conversations among other agents.
✅ Possible solutions
Stay in "assignable" status: This is the best way to ensure you receive new conversations.
Coordinate load balancing with your team: If you notice that a single agent is receiving many conversations, you can opt for manual reassignment.
📝 Additional notes
In the current version of Atom, the assignment of new conversations is random among the agents who are available at that time. It is not based on the order of connection.
Reactivated conversations are assigned to the last agent who attended to the customer, if they are still in an assignable state.
💡 Practical Example / Use Case
Situation:
An agent, Laura, starts her day at 8:00 a.m. and does not receive any chats during the first 30 minutes. At 8:30 a.m., her colleague Carla connects, and in a few minutes Carla receives 3 queued chats.
Diagnosis:
Laura was in "assignable" status, but the system, operating under a random assignment logic, simply distributed the chats among the available agents, favoring Carla this time by coincidence.
Applied solution:
The random operation of the system, and it was agreed to monitor the distribution to ensure equity and apply manual reassignment if necessary.
☎️ When to contact support?
If you notice a constant pattern of not receiving conversations while other agents do.
If the system seems to completely ignore your availability.