What's happening?
Agents are not receiving notifications for incoming conversations, causing them to miss conversations and requiring manual assignment.
Reason:
This occurs when conversations are not routed to any queue, resulting in agents not receiving notifications for incoming conversations.
Resolution:
Verify the routing configuration to ensure that conversations are properly routed to a queue. Specifically, check the workstream configuration and confirm that a queue is attached to the conversation. If no queue is attached, agents will not receive notifications for incoming conversations. Adjust the workstream and queue settings accordingly to resolve the notification issue.
More information: