Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

Hi Dawn Zielinski,

Yes agent1 is on queue state.

Note:If i removed him from queue i getting the call in on queue state i tried that.

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

What happens when you try to assign the interaction to Agent1?

Hi Dawn Zielinski,

Yes agent1 is on queue state.

Note:If i removed him from queue i getting the call in on queue state i tried that.

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

Unable to assign to an interaction error throwing....

Also,

Priority Display for Interactions in Waiting Queue

• In a different scenario, when the supervisor assigns a waiting interaction to themselves, attends to the call, and then tries to transfer it back to the same queue, the interaction reappears in the waiting interactions list.
• However, I updated the priority for that interaction within the Inqueue flow that is configured for the queue. Despite this, the priority value shown in the waiting interaction page is displayed as 0 instead of the updated priority.

What happens when you try to assign the interaction to Agent1?

Hi Dawn Zielinski,

Yes agent1 is on queue state.

Note:If i removed him from queue i getting the call in on queue state i tried that.

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

1. If you are getting an error "unable to assign" this usually means that the agent is not on queue or they are at their max utilization. If there are other waiting interactions in this queue that are in line before the one you are trying to assign, the system will try to assign one of those to this agent while idle before you get to manually assign. If this is the case, you should deactivate Agent1 from the queue (deactivate, not remove membership). Then you can manually assign.
2. How are you updating the priority of the interaction? Remember, email interactions have a 72 hour threading.

Unable to assign to an interaction error throwing....

Also,

Priority Display for Interactions in Waiting Queue

• In a different scenario, when the supervisor assigns a waiting interaction to themselves, attends to the call, and then tries to transfer it back to the same queue, the interaction reappears in the waiting interactions list.
• However, I updated the priority for that interaction within the Inqueue flow that is configured for the queue. Despite this, the priority value shown in the waiting interaction page is displayed as 0 instead of the updated priority.

What happens when you try to assign the interaction to Agent1?

Hi Dawn Zielinski,

Yes agent1 is on queue state.

Note:If i removed him from queue i getting the call in on queue state i tried that.

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

1. <If you are getting an error "unable to assign" this usually means that the agent is not on queue or they are at their max utilization. If there are other waiting interactions in this queue that are in line before the one you are trying to assign, the system will try to assign one of those to this agent while idle before you get to manually assign. If this is the case, you should deactivate Agent1 from the queue (deactivate, not remove membership). Then you can manually assign>

Ok thanks i will try in this way.

1. <How are you updating the priority of the interaction? Remember, email interactions have a 72 hour threading.>

So let me explain the scenario 

Queue1 ->waiting in interaction 

Agent1->Assigned to self and transfer that interaction to same Queue1

So in Queue1 ->Configured Inqueue flow which has the logic of incrementing the transfer key in participant data at first if empty it will be one then for transfer occured it will get incremented so when it is greater that 1 i am increasing priority using set priority block in inqueue flow

1. If you are getting an error "unable to assign" this usually means that the agent is not on queue or they are at their max utilization. If there are other waiting interactions in this queue that are in line before the one you are trying to assign, the system will try to assign one of those to this agent while idle before you get to manually assign. If this is the case, you should deactivate Agent1 from the queue (deactivate, not remove membership). Then you can manually assign.
2. How are you updating the priority of the interaction? Remember, email interactions have a 72 hour threading.

Unable to assign to an interaction error throwing....

Also,

Priority Display for Interactions in Waiting Queue

• In a different scenario, when the supervisor assigns a waiting interaction to themselves, attends to the call, and then tries to transfer it back to the same queue, the interaction reappears in the waiting interactions list.
• However, I updated the priority for that interaction within the Inqueue flow that is configured for the queue. Despite this, the priority value shown in the waiting interaction page is displayed as 0 instead of the updated priority.

What happens when you try to assign the interaction to Agent1?

Hi Dawn Zielinski,

Yes agent1 is on queue state.

Note:If i removed him from queue i getting the call in on queue state i tried that.

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

Can you use a set participant data with the variable you are using for the increment on transfer, then look at the transferred interaction details and see if it is listed with the expected value?

Transferring direct to queue instead routing it back through an inbound flow may be the reason, if it is truly not changing the priority.

1. <If you are getting an error "unable to assign" this usually means that the agent is not on queue or they are at their max utilization. If there are other waiting interactions in this queue that are in line before the one you are trying to assign, the system will try to assign one of those to this agent while idle before you get to manually assign. If this is the case, you should deactivate Agent1 from the queue (deactivate, not remove membership). Then you can manually assign>

Ok thanks i will try in this way.

1. <How are you updating the priority of the interaction? Remember, email interactions have a 72 hour threading.>

So let me explain the scenario 

Queue1 ->waiting in interaction 

Agent1->Assigned to self and transfer that interaction to same Queue1

So in Queue1 ->Configured Inqueue flow which has the logic of incrementing the transfer key in participant data at first if empty it will be one then for transfer occured it will get incremented so when it is greater that 1 i am increasing priority using set priority block in inqueue flow

1. If you are getting an error "unable to assign" this usually means that the agent is not on queue or they are at their max utilization. If there are other waiting interactions in this queue that are in line before the one you are trying to assign, the system will try to assign one of those to this agent while idle before you get to manually assign. If this is the case, you should deactivate Agent1 from the queue (deactivate, not remove membership). Then you can manually assign.
2. How are you updating the priority of the interaction? Remember, email interactions have a 72 hour threading.

Unable to assign to an interaction error throwing....

Also,

Priority Display for Interactions in Waiting Queue

• In a different scenario, when the supervisor assigns a waiting interaction to themselves, attends to the call, and then tries to transfer it back to the same queue, the interaction reappears in the waiting interactions list.
• However, I updated the priority for that interaction within the Inqueue flow that is configured for the queue. Despite this, the priority value shown in the waiting interaction page is displayed as 0 instead of the updated priority.

What happens when you try to assign the interaction to Agent1?

Hi Dawn Zielinski,

Yes agent1 is on queue state.

Note:If i removed him from queue i getting the call in on queue state i tried that.

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?

Hi,

Participant data gets updated and also i can able to see that set priority block also success (checked by participant data)

But only in QueueActivity->Waiting interaction ->Priority value is not getting updated its setted as 0

I checked the priority logic too its working as expected but only reporting vise the value is not getting updated to actual priority value

Can you use a set participant data with the variable you are using for the increment on transfer, then look at the transferred interaction details and see if it is listed with the expected value?

Transferring direct to queue instead routing it back through an inbound flow may be the reason, if it is truly not changing the priority.

1. <If you are getting an error "unable to assign" this usually means that the agent is not on queue or they are at their max utilization. If there are other waiting interactions in this queue that are in line before the one you are trying to assign, the system will try to assign one of those to this agent while idle before you get to manually assign. If this is the case, you should deactivate Agent1 from the queue (deactivate, not remove membership). Then you can manually assign>

Ok thanks i will try in this way.

1. <How are you updating the priority of the interaction? Remember, email interactions have a 72 hour threading.>

So let me explain the scenario 

Queue1 ->waiting in interaction 

Agent1->Assigned to self and transfer that interaction to same Queue1

So in Queue1 ->Configured Inqueue flow which has the logic of incrementing the transfer key in participant data at first if empty it will be one then for transfer occured it will get incremented so when it is greater that 1 i am increasing priority using set priority block in inqueue flow

1. If you are getting an error "unable to assign" this usually means that the agent is not on queue or they are at their max utilization. If there are other waiting interactions in this queue that are in line before the one you are trying to assign, the system will try to assign one of those to this agent while idle before you get to manually assign. If this is the case, you should deactivate Agent1 from the queue (deactivate, not remove membership). Then you can manually assign.
2. How are you updating the priority of the interaction? Remember, email interactions have a 72 hour threading.

Unable to assign to an interaction error throwing....

Also,

Priority Display for Interactions in Waiting Queue

• In a different scenario, when the supervisor assigns a waiting interaction to themselves, attends to the call, and then tries to transfer it back to the same queue, the interaction reappears in the waiting interactions list.
• However, I updated the priority for that interaction within the Inqueue flow that is configured for the queue. Despite this, the priority value shown in the waiting interaction page is displayed as 0 instead of the updated priority.

What happens when you try to assign the interaction to Agent1?

Hi Dawn Zielinski,

Yes agent1 is on queue state.

Note:If i removed him from queue i getting the call in on queue state i tried that.

Is Agent 1 on queue? What happens when you try to assign it?

Team,

As a supervisor I need to reassign the Waiting email interaction to an agent who is in part of that queue already.

Supervisor visiting the waiting interaction in Queue Activity for Test_Email_Q he needs to transfered to Agent1 who is already part of that queue .

Supervisor can able to reassign to Agent2 who is not part of that queue.So I want supervisor can able to assign to Agent1 also.

It failed to assign for me if there is any permission or any configuration needs to be done?