Why is one agent assigned more conversations if they belong to the same group or there are more agents available (online)?
In this article you will find:
Reason 1: The agent belongs to more than 1 group.
Reason 2: The group to which the agent belongs has the "Out of Hours" assignment option enabled.
Reason 3: The agent is the one who has been "online" the longest compared to the other agents.
The reasons could be:
Agent belongs to more than 1 group: One of the things you should consider is that if an agent belongs to more than 1 group, it means that they have more assignment sources, so it is expected that they will receive more traffic than others who have fewer groups.
Agent belongs to more than 1 group:
"Out of Hours" Assignment Option enabled for the group: Another important setting to consider is whether your group has the option to "assign in offline state" enabled. If it is enabled, it is also expected that your agents will be assigned conversations even if they are in a "non-assignable" state.
"Out of Hours" Assignment Option enabled for the group:
Another important setting to consider is whether your group has the option to "assign in offline state" enabled. If it is enabled, it is also expected that your agents will be assigned conversations even if they are in a "non-assignable" state.
If you don't want this to work this way, you can turn it off within the group's settings, going to:
Settings>User Management>Groups
Locate the group and on the right side, click on the 3 vertical dots
Click on Edit
3. Agent "Online" Time:
Another thing to consider is the time an agent was AVAILABLE, this also increases the chances that they will be assigned more conversations. How can you know this? by going to the Agent Status report.
Reports>Agents Section>Agent Status.
If you identified that it was for this reason, it is important to educate your agents to change their status.