Why does the bot assign conversations to agents even if they are offline or in non-assignable states?
In this article, we explain why conversations can be assigned to agents who are offline. One of the most common reasons is having the "Assign outside of hours" option enabled in the group. We show you how to disable it if you wish.
❓ Frequently asked question / initial context
In some situations, administrators or supervisors notice that conversations are automatically assigned to agents who areofflineor innon-assignable states, such as "Training" or "Coaching". This causes confusion, especially if there are agents in available states who are apparently not receiving interactions.
⚠️ Important points to consider:
The "offline" or "non-assignable" statedoes not block the assignmentof conversations if the agent belongs to a group in active hours.
Example: An agent was on vacation from March 1st to March 7th, and had left their status as "non-assignable". Despite this, they received a new conversation. Upon review, it was detected that the group had active business hours, so, in the absence of online agents, the system automatically assigned the chat within the hours, ignoring their "offline" status.
Atom seeks to validate and prioritize the agent who is Online. If everyone in the group is Offline, the assignment will be made randomly.
🛠️ Troubleshooting – Step-by-step to understand the assignment
Verify the group configurationGo to the configuration of the group involved.Check if the option “Assign outside of hours” is active.If enabled, conversations can be assigned even if agents are offline.
Go to the configuration of the group involved.
Check if the option “Assign outside of hours” is active.
If enabled, conversations can be assigned even if agents are offline.
If you do not want this to happen, you must go to the group configuration to disable it. Follow these steps:
Settings>User management>GroupsLocate the group and on the right, click on the 3 vertical dotsClick on EditDisable the "Assign outside of hours" option
Settings>User management>Groups
Locate the group and on the right, click on the 3 vertical dots
Click on Edit
Disable the "Assign outside of hours" option
Verify if all agents in the group were in a non-assignablestate at the time the conversation arrived.
Verify if all agents in the group were in a non-assignablestate at the time the conversation arrived.
If there are no agents in available status, Atom uses the order of theRound Robinto continue the assignment, prioritizing the equitable rotation between the members of the group.Keep in mind that if you have a custom schedule enabled and the agents are offline, conversations may be assigned.
If there are no agents in available status, Atom uses the order of theRound Robinto continue the assignment, prioritizing the equitable rotation between the members of the group.
Keep in mind that if you have a custom schedule enabled and the agents are offline, conversations may be assigned.
✅ Possible solutions
Deactivate "Assign outside of hours"If you do not want conversations to be assigned when agents are offline, be sure to disable this option in the relevant groups.
Deactivate "Assign outside of hours"
If you do not want conversations to be assigned when agents are offline, be sure to disable this option in the relevant groups.
Remove test agents from the groupIf the bot is assigning to agents such as “atom test” or other test profiles, check if they are included in the group and remove them to avoid unnecessary assignments.
Remove test agents from the group
If the bot is assigning to agents such as “atom test” or other test profiles, check if they are included in the group and remove them to avoid unnecessary assignments.
Adjust the customizable states of the teamMake sure agents understand that certain states that appear "active" are actually non-assignable. Offering an internal guide with this information can avoid misunderstandings.
Adjust the customizable states of the team
Make sure agents understand that certain states that appear "active" are actually non-assignable. Offering an internal guide with this information can avoid misunderstandings.
📝 Additional notes
The assignment logicdoes not waitfor an agent to change their status. If at the time the conversation arrives there is no one available, the system will assign based on Round Robin, even if an agent changes to "available" seconds later.
📞 When to contact support?
If you notice that the conversations are assignedoutside of the expected logic even with the correct settings.
If assignments occur to agents whoshould not be active(for example, test profiles).
If you need support to adjust more advanced custom assignment rules or integrate exceptions based on shifts or priorities.
IMPORTANT: Keep in mind that if you have a custom schedule enabled and the agents are offline, conversations may be assigned. For more informationread the following article