Manually assign waiting interactions

Prerequisites

The following permissions:

  • Analytics Conversation Aggregate View
  • Analytics Conversation DetailView
  • Analytics Queue Observation View
  • Routing > Queue > View
  • RoutingQueueEdit
  • UI > Supervisor Queue Details > View 
  • Directory > User > View (Required to manually assign an interaction to an agent. Not required to assign an interaction to yourself.)

  • ConversationCallAssign (to manually assign a call to an agent)
  • Conversation > Webchat Assign (to manually assign a chat to an agent)
  • Conversation > Message Assign (to manually assign a message to an agent)
  • Conversation > Callback Assign (to manually assign a callback to an agent)
  • Conversation > Email Assign (to manually assign an email to an agent)
  • ConversationCallPull (to manually assign a call to yourself)
  • Conversation > Webchat Pull (to manually assign a chat to yourself)
  • Conversation > Message Pull (to manually assign a message to yourself)
  • Conversation > Callback Pull (to manually assign a callback to yourself)
  • Conversation > Email Pull (to manually assign an email to yourself)

There may be times when interactions are sitting in a queue because the skills that were assigned to the interaction, in the call flow, do not match the skills for any of the available agents in the queue. This can result in interactions waiting to be answered for an extended period of time. Using Manual Assignment, users with the appropriate permissions can manually assign these interactions to waiting agents in the queue, overriding the skill restrictions. Waiting interactions can be assigned to on-queue agents, or an agent can assign an interaction to themself. 

Note:  In order to assign waiting interactions, configure Enable Manual Assignment in Create and configure queues

View waiting interactions in a queue

  1. Click Performance > Queues Activity.
  2. From the Queues Activity Summary view, click a queue’s name to view the Queues Activity Detail view.

Manually assign a waiting interaction in a queue to an on-queue agent

  1. From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
  2. For a waiting interaction, select the moremenu beside the interaction.
  3. On the menu, select Assign to Other.
  4. In the search box, begin typing the on-queue agent's name. As you enter a name, agent names are displayed in the search results.
  5. Select the agent's name. 

For an agent to assign a waiting interaction to themself

  1. From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
  2. For a waiting interaction, select the moremenu beside the interaction.
  3. On the menu, select Assign to Self
Notes:
  • Agents must be on-queue and in an Idle, Interacting, or Communicating state. Not Responding agents are not eligible.
  • Manual Assignment ignores all skills, languages, priority, time-in-queue, bullseye ring number, and Preferred Agent Routing score. 
  • Manual Assignment only works for agents in the same queue.
  • An agent in an Alerting state cannot be assigned an interaction.
  • Manual Assignment enables users to override agent-level utilization and assign interactions to agents who are on-queue.
  • Agents must have the appropriate permissions to receive assigned media types.
  • Interactions that are declined or not answered by an agent (timeout threshold reached) are returned to the queue and can be assigned again, until successfully answered.